Are Negative Reviews Hurting Cruise Bookings?

How can you call Mac and cheese and Meatloaf mediocre ?

I have noted this a few times in my comments here.  I believe the cruise industry is making a strategic error in the way they have structured themselves.  They induce booking with relatively affordable fares using advertisements which depict a "lollipops and rainbows" environment.  They add a few of these new features, like that pod that hangs off the side of a ship, diving platforms, etc. and build up expectations beyond reasonable levels.  Then, they get people onboard and startup the revenue centers to charge exorbitant prices for everything that isn't nailed down.  

Now, let's talk about customer service.  I have a theory that the level of customer service expectations in America are a lot different than that in other countries. I have no evidence on which to base my opinion, aside from personal experience.  The level of customer service on many cruise ships seems to be declining toward abysmal.  Basically, it is as if the ship holds its passengers hostage for the length of the voyage with an "oh you don't like that... we always do that and no one else complains, sorry that's the way it is" attitude.

This brings me to the media press releases from cruise lines that they are going to sail with less than 100% capacity and not give last minute discounts. Basically this sends mixed messaging but the main take away I heard was that of overconfidence with their new cost structure and revenue strategy.  To me, this signaled the coming of the "charge exorbitant prices for everything not nailed down" strategy. From what I am reading in recent reviews, this is exactly what has taken place.

There are so many things wrong with this approach that I can't begin to address each here. Sadly, I anticipate this will not only hurt the return customer rate, it will impact referral rate because more first timers will be turned off by their experiences and will share that dissatisfaction with anyone who will listen... word-of-mouth may well torpedo this strategy (npi). Another relationship impact is with high-tiered, long-term loyal clientele. These people have already begun to tire of the relentless decline in service and quality and moved to other cruise lines for a more enjoyable experience. . . this despite losing preferred status they have attained. It's definitely what my husband and I have begun doing because instead of NCL, RC or CC, we are only booked on Princess and Celebrity for our coming trips.  What happens as PC and Celeb begin to decline? We have already started to look at the next level.

Which brings me to my last point.  As we all know that at a corporate level, Carnival, Royal Caribbean and Norwegian own multiple lines which provide varying levels of cruise quality and refinement.  Does anyone here not see the overall trend of pushing experienced cruisers toward more the expensive, supposedly higher quality lines as being an overall strategy? I see it in our own cruise habits. I don't appreciate what I see as another a clearly manipulative approach for boosting sales of the more expensive lines but will accept that before getting on another "fun" ship (or similar bargain line) any day if it means we will have a better cruise.

Ok... I'll shut my yapper for now and put my soapbox away. :)

How can you call Mac and cheese and Meatloaf mediocre ?

We have the same feeling on the point of cruise dining, we dine - we don't just eat.  We also go for food we don't normally have at home.  

I am still surprised when I read a review stating  that there was no lobster on a particular cruise.  One reason that I take cruises, not of course the main reason, is to enjoy food that I don't have often at home.     

No ! 

Mediocre food and poor service are hurting the industry.

I have noted this a few times in my comments here.  I believe the cruise industry is making a strategic error in the way they have structured themselves.  They induce booking with relatively affordable fares using advertisements which depict a "lollipops and rainbows" environment.  They add a few of these new features, like that pod that hangs off the side of a ship, diving platforms, etc. and build up expectations beyond reasonable levels.  Then, they get people onboard and startup the revenue centers to charge exorbitant prices for everything that isn't nailed down.  

Now, let's talk about customer service.  I have a theory that the level of customer service expectations in America are a lot different than that in other countries. I have no evidence on which to base my opinion, aside from personal experience.  The level of customer service on many cruise ships seems to be declining toward abysmal.  Basically, it is as if the ship holds its passengers hostage for the length of the voyage with an "oh you don't like that... we always do that and no one else complains, sorry that's the way it is" attitude.

This brings me to the media press releases from cruise lines that they are going to sail with less than 100% capacity and not give last minute discounts. Basically this sends mixed messaging but the main take away I heard was that of overconfidence with their new cost structure and revenue strategy.  To me, this signaled the coming of the "charge exorbitant prices for everything not nailed down" strategy. From what I am reading in recent reviews, this is exactly what has taken place.

There are so many things wrong with this approach that I can't begin to address each here. Sadly, I anticipate this will not only hurt the return customer rate, it will impact referral rate because more first timers will be turned off by their experiences and will share that dissatisfaction with anyone who will listen... word-of-mouth may well torpedo this strategy (npi). Another relationship impact is with high-tiered, long-term loyal clientele. These people have already begun to tire of the relentless decline in service and quality and moved to other cruise lines for a more enjoyable experience. . . this despite losing preferred status they have attained. It's definitely what my husband and I have begun doing because instead of NCL, RC or CC, we are only booked on Princess and Celebrity for our coming trips.  What happens as PC and Celeb begin to decline? We have already started to look at the next level.

Which brings me to my last point.  As we all know that at a corporate level, Carnival, Royal Caribbean and Norwegian own multiple lines which provide varying levels of cruise quality and refinement.  Does anyone here not see the overall trend of pushing experienced cruisers toward more the expensive, supposedly higher quality lines as being an overall strategy? I see it in our own cruise habits. I don't appreciate what I see as another a clearly manipulative approach for boosting sales of the more expensive lines but will accept that before getting on another "fun" ship (or similar bargain line) any day if it means we will have a better cruise.

Ok... I'll shut my yapper for now and put my soapbox away. :)