CrusinTim
Contributor Level: Cruise Director

Review by Rohini

RCL customer and corporate services are liars!

In response to review, CrusinTim says ...

Sorry about the poor customer service you seem to have received from RCCL BUT this is not what this forum/thread is about! The review threads are intended for insight into a past passengers ship and cruise itinerary experiences. The review thread is to help future cruisers decide on if a ship and/or itinerary is right for them. It is NOT for bashing individual cruise lines because they failed to appease you as to what they endorsed. . Again I am sorry to hear about not receiving what was promised from RCCL but your incident is isolated to your displeasure with RCCL and gives no insight into the ship itself or your itinerary. I recommend the Better Business Bureau in your area.

Tags: Royal Caribbean Caribbean - Bahamas Grandeur of the Seas

8 Answers

BAK1061
Contributor Level: Captain
How do you know it's an isolated incident ? He has every right to state his displeasure here or any open forum that deals with the cruise industry. If it's inappropriate, the moderators will decide. IMHO, this is nothing more than any review of any ship. Not every cruise goes well , so why sugarcoat a bad experience ? Our worst experience was in RCCL 10 years ago, and yes, their CS was terrible. That being said, we are booked on a TA with them next April. We booked with trepidation, but family is going, so we booked.
Sorry the OP had such a terrible experience. Call back and ask for a supervisor.
CrusinTim
Contributor Level: Cruise Director
When I say "Isolated", I am referring to the fact that it happened on one ship on one cruise. In my opinion, this is not an "OPEN" forum. This is a review thread intended to give advice on ships and cruises. When it comes to whether he has his right to state his displeasure here on THIS review thread, I disagree. As a member here, I am to assume that THIS page/thread is about past passenger experiences on a given vessel and a given itinerary. It is NOT a thread to post to without the information needed to help ME decide on a ship or itinerary. I feel that the "REVIEW" page should be about what you experienced on your ship (with an explanation) so I can decide if I want to take a cruise on THAT ship doing THAT itinerary. I also feel that it is NOT a page to post to for bashing a cruise line because they didn't deliver on a promise regarding a situation on your cruise (ESPECIALLY without more info). There is no explanation of "We cruised from, our cabin was, our itinerary was etc". If the original post would have been written in a "Blog" style that explained more about the cruise and less about what RCCL didn't do, I might feel different.
CrusinTim
Contributor Level: Cruise Director
....There is no explanation of "We cruised from, our cabin was, our itinerary was etc". If the original post would have been written in a "Blog" style that explained more about the cruise and less about what RCCL didn't do, I might feel different.
Johngold
Moderator
Contributor Level: Captain
I have to agree with Bak1061. If we cannot be open on this forum about what can go wrong on a cruise ship, then the next option for information is detractors of cruise lines. I love to Cruise, But we all know things can go terribly wrong and the corporations who own the cruise lines have a different mandate than the customer service agents.
Something went wrong on this persons cruise, He was promised something and was not satisfied with the result. He may have failed to follow up and the company may have failed to be sensitive to the consumers needs, The lessons learned from this event can only help new and future cruisers from experiences such as this. Let's keep things open and honest.
CrusinTim
Contributor Level: Cruise Director

OK, so I guess I was wrong! I was under the impression that since this was on the "REVIEW" thread, and it was a "REVIEW" post of the Granduer of the Seas, I should expect it to turn out to be a post of what RCCL didn't do in the OP? No info on exactly what happened. No info about the ship. No info about the cabin. No info about the itenerary. There are many cruise sites out there with individual cruise line threads where posts like this belong. I do not feel it belongs in a "REVIEW" thread. I'm not going to get into a contest about this, like BAK said, it's up to the MODS. I just feel this post is misplaced... and that is my opinion. Let's move on....

BAK1061
Contributor Level: Captain

Whether it's a review thread or a general discussion thread,well, maybe it should have been under the General Discussion threads.  Regardless, his cruise was in fact ruined do to the fire. He was promised something that wasn't delivered.  Perhaps he didn't do his due diligence in getting what was promised.   We don't know, it wasn't covered by the OP

SimonCommunity
Moderator
Contributor Level: Captain

Clearly, this review would have been much more beneficial with more facts and details, but this is all the reviewer chose to write. Did s/he even sail, or were they on one of the cruises that were cancelled while the ship underwent repairs? It's not clear from the review.

We love our Verified Reviews, written by cruisers who we know sailed on the ship and itinerary they're reviewing thanks to our partnership with leading cruise agencies. Verified Reviews tell you you're getting first hand experience from an actual passenger rather than someone who solely has an axe to grind.

Frankly, this review offers very little useful information, but since it doesn't seem to violate our Community Guidelines, I'm unable to edit or remove it. My recommendation would be to take it for what it is and move on. There are so many more quality reviews here worthy of attention and chock-full of useful information and valuable tips... I'd rather focus on those!
 

SimonCommunity
Moderator
Contributor Level: Captain
I should add that if we, as a community, ignore "low-value" reviews like this and avoid commenting on them or marking them as helpful, they will eventually sink to the bottom of the stack and be seen by very few people. But if we comment and engage with them, they rise to the top of the list and more people see them. Right now, this is a trending review on our homepage, and it's trending for all the wrong reasons. Just something to keep in mind as you choose which content to interact with. Thanks.

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