HAL Ship Services-less than great service

[garydm]

A couple of cruises ago on HAL, we found that our travelling companions (with whom we linked our reservations and requested a table together) were assigned a table on a different deck. Did the line with assistant head waiter, etc. and got it worked out. Last time I called Ship Services in advance and specifically confirmed that our booking numbers were linked and requested a specific table. The staff person (I think her name was Roxanne) could not have been more helpful and took care of everything and we dined at the requested table. On several other occasions I have ordered onboard gifts for friends and clients and all went perfect and the service was to rave about (which I did).

I called today to confirm dining reservations for our Hawaii cruise and to request a specific dining area. Was told she could not do this but I could send a fax to HAL and they would consider it. I kind of gulped, and said, ok, but I thought, why can't you just punch it in your computer and save me the bother? I then asked for Pinnacle Grill reservations the first night. She said no problem and took the time and number of people. She then requested my method of payment for the dinner and I advised it was an onboard credit from using my AMEX Platinum Card. Boy, that changed everything. No can do-you can request it once you are on board but no guarantee you will get a reservation. I expressed my dismay and thanked her (not really meaning it!).

So, I have sent my fax, heard nothing back from HAL, and hope for better service on Statendam than from Ship Services. We have sailed HAL a bunch in the past couple years, but did Crystal in August. Not once did I hear "no" from them!

Gary

[FlorenceItaly]

for your frustration. I would feel the same as you. I cruised Celebrity last month, and "no" was not in their vocabulary either. Having cruised HAL in June and August, I found myself thinking "I wonder if HAL would react the same way".....

On a lighter note...I see you are from Sacto. I lived there 30 years. We left in 1993! We still have family and dear friends there. We are heading there for a long weekend next weekend.

Marie

[JimVrhovac]

We are in the process of an ongoing dispute with them now and we can appreciate your frustrations.

The biggest expense of any company is getting the customer through the door the first time and it seems that so many companies today do their dardest to frustrate the consumer and make sure that they do not return again.

we have 335 days on HAL ships and a having a real difficult time. The problem is at mid management level now and we are awaiting an answer. If it is negative I have every intention of writing the new CEO about the problem. Have written to their office severaltimes with good and bad comments and have always received a repl and good service.

Good luck on solving your dining problems.

[garydm]

Marie-pack your longjohns. We are having a real cold spell. Thank goodness we leave a week from Tuesday on Silver Shadow to Mexico for a week.

Gary

[MandyGirl]

I called today to confirm dining reservations for our Hawaii cruise and to request a specific dining area. Was told she could not do this but I could send a fax to HAL and they would consider it.
I was also told the same thing by HAL Ship Services around September 20 when booking Pinnacle over the phone. I also asked if we could request a dining area near the rail for our Nov 20 Zui sailing (8:00 dinner seating upstairs). I was told no. However, I wasn't given the option of faxing a request. I had felt it was odd after reading the many posts here about people who make their requests and have them granted multiple times, yet I was told I could not make a request. It wasn't like I was even asking for a specific table.
I know I could have called back and maybe had a different phone rep who might have said differently, but I just let it go since it wouldn't make or break our cruise. It is insightful to see that someone else had a very similar experience.

[FlorenceItaly]

Marie-pack your longjohns. We are having a real cold spell. Thank goodness we leave a week from Tuesday on Silver Shadow to Mexico for a week.

Gary

and I couldn't believe it...checked it against OKC, and I think while we are gone it is going to be warmer in OKC, not by much, only a few degrees, but still!

Have a wonderful trip, and enjoy the sunshine :).

Marie

[elmorejj]

In my experience, asking for a specific table or area of the DR has had to be done through my TA. I can request which seating I want and get that confirmed when I book, but the other is by request only. We have been lucky and always got the table/area we want. Another thing, we always book many months ahead of sailing......jean :cool:

[PaulaJK]

.........to learn from fond and faithful mariners that
there has been deterioration in the onboard product.
Even allowing for the 'ordinary # of complaints', it seems
as though staff reductions, uneven service, spotty banquet
class cuisine, negative administrative attitudes, long embarkation
lines and now even diluted drinks are being remarked upon all
too frquently by pax , old & new, on differing ships. HA
has enjoyed a fine reputation for so many years, it really
is sad.

[wander]

Where is your TA in all of this, or did you book directly? Anything special we want such as a specific table for routine dining, reservations for a special dinner, or any other special services I just call my TA and she handles all of that, sucessfully I might add. (Our last cruise was last June.) Of course, she cannot help with the quality of the food or drinks, but with many things she can and does.

[iluvcruzin]

Go ahead and fax in the table request. My TA had to fax my request in. I gave them a preferred table along with an alternate table "range". I ended up one table away from my original. Worked great for me.:)

[MandyGirl]

Reading this thread, there seems to be three main methods passengers utilize to request an area of the dining room (or specific table in some cases):

- passenger tells TA and asks TA to communicate request to HAL
- passenger faxes HAL
- passenger calls HAL (and is possibly told "okay", told "no", or told to fax the request)

On the positive side, two of the three communications seem to be accepted by HAL, and the third communication seems to be accepted by some phone reps but not all. Maybe if HAL was consistent it would help?
Or in some cases, maybe the passenger has previously booked multiple cruises on the same class of ships with the same TA and the TA already anticipates the needs of the passenger, so the passenger never has to ask - the TA has already taken care of it.

[Krazy Kruizers]

Our TA takes care of table assignments, dining times, and any other requests that we might have. So far we have always gotten the time and table that we requested.

[MandyGirl]

On our traditional-dining cruises, we have been lucky and received the dining time we requested. On three of the four we also got the requested table size (on Maasdam given 6-pax vs 8-pax, no big deal). All dining time/size requests have been made at the time of booking (twice with TA, twice with online website) and have been standard questions when making that booking.

This was our first attempt to request a specific area, but didn't try requesting a specific table number like learning here on CruiseCritic. Live and learn.:)

[garydm]

As I stated in the original post, the first time we had a problem was when a TA was involved (I know, get a new TA). The second time when I personally handled it with no third party, all was perfect. My point is HAL (through their agent) had two opportunities to make me a very happy customer with 30 seconds effort. They chose not to do so.

We tried Crystal in August and are trying Silversea in a week, both at "on sale" daily rates less than our Hawaii cruise on HAL when you look at total cost. Both of these do everything they can to accomodate their customers. It just makes good business sense.

Gary

[garydm]

Ooops, noted I did not originally state there was a TA involved first time. Making the point now.

Gary

[Cruiseoften]

Seems to me that the secret is to use a TA. We've always booked that way and never had a problem with dining room and other requests. The alternative would seem to be booking directly with HAL.

Seems to me that if several people are being requested to do the same thing for one booking number, there's bound to be confusion - old saying 'too many cooks spoil the soup' :D

[garydm]

Nothing confusing or contradictory about it. That's why its called Ships "Services". They took care of it last time in less than a minute, but for some reason this time it was "no can do." Kind of reminds one of that commercial with David (Spade?) sitting at his computer at work on the phone repeating "no" over and over again.

Gary

[tommy]

We book direct with Holland and not only did we get a table for 2 by the rail,but the PCC requested a particular table #73 and we got it. TOM

[dakrewser]

We book direct with Holland

Maybe that's my problem - I always call Seattle!

:rolleyes: -dave

[Murphey]

As I stated in the original post, the first time we had a problem was when a TA was involved (I know, get a new TA). The second time when I personally handled it with no third party, all was perfect. My point is HAL (through their agent) had two opportunities to make me a very happy customer with 30 seconds effort. They chose not to do so.

We tried Crystal in August and are trying Silversea in a week, both at "on sale" daily rates less than our Hawaii cruise on HAL when you look at total cost. Both of these do everything they can to accomodate their customers. It just makes good business sense.

Gary

I can NEVER even come close with Crystal or Silversea when comparing rates with HAL or Princess!!!! Would love to try either of them, but economics never work in our favor!! Have a great cruise!!

[estj]

good luck with any special requests...have resigned myself to NOT ask for anything special so I won't be disappointed. As for pre-cruising packages (like wine packages, brithday cakes, etc.)...don't count on them being delivered...even if you receive a confirmation e-mail from HAL. As for table assignments...there were three adults in our cabin last cruise and when we arrived in the dining room...there were only two seats at the table. We were re-assigned to a terrible table...with no apology. Ended up eating either in the Pinnacle (at an extra cost) or Lido ( less than acceptable) a number of evenings.
Even with the problems encountered on the last cruise...have booked another cruise next November (2005) with HAL. They do provide the best value for the $$$. If we experience the same poor service on the next cruise...then it will be our last with HAL...will venture out to other cruise lines to compare their service. Value is based on service...and I'd rather pay a little more and receive better service.
Enjoy your cruise...and if things go wrong...don't waste a lot of time and energy on trying to fix them. Wait until you get home and THEN contact the cruise line for an adjustment. Vacations are so short...don't waste precious time trying to correct their mistakes! It's your time to relax and enjoy!
Cass