Suite not Sweet

Let me preface this by saying I love NCL. It's our favorite cruise line and we'll continue to sail NCL. Now that being said, I've read rave reviews about the suites for years. I just got back yesterday from my second stay in a suite on NCL. I was disappointed the first time we had a suite, but I give everything a second chance. Sadly I was disappointed yet again. I just don't get it. We've had two disappointing suite experiences, while it seems that everyone else has the time of their lives!

Our first experience in a suite was over Christmas 2010 on the Jade. The upsell fairy called us three days before the cruise and we switched from a balcony to a SJ penthouse. The room was great, the cruise was awesome and we enjoyed everything---but the suite perks.

Our butler escorted us to our room, but as we were going to the room, his phone kept ringing. He opened the door to our room and showed us in, but excused himself to get the phone. I thought he'd come back, but we NEVER saw him again. This was our first experience with a suite, so my knowledge at the time was limited. I didn't know exactly what all the butler could/should do for you. When I say we didn't see him again, I mean we didn't see him or hear from him again until the day we got off the ship. We didn't get any info. on having dining set up in our room, we didn't know about Cagney's, we got no snacks delivered to the room, we didn't know anything about the priority tendering, disembarkation, etc. He came to our room the morning we disembarked to "help" us with our luggage. We had money set aside for a tip for him, but we gave it to our room steward as a bonus because he was the one who saw to our needs/wants.

I came home from the cruise, read up on suite perks and decided to try it again. We got home yesterday from a two night CTN on the Dawn in a two bedroom suite. When we arrived at the port and checked in, we were taken to the "VIP" room where we were met by the concierge. There as a butler with her and he escorted us to our room. I asked him if he was our butler for the next two days and he said no, that ours was escorting other guests and he was helping him out. We got to our room and he left. We never saw our butler the entire cruise, not even when we left yesterday morning! Again we weren't told about Cagney's, priority seating for the shows, priority disembarkation, etc. (but I had done my homework and knew this time). We also had no snacks delivered to our room. Our room steward kept telling us our butler would be around to introduce himself, but he never showed up. Now I'm wondering if it being a two night cruise had anything to do with it, but I know that can't be it.

I don't want to sound like a negative Nelly. We didn't need/want anything (other than to figure out how to use the coffee machine in our room and the room steward couldn't figure it out for us!). If it would have been a major big deal, I would have called someone, so obviously it wasn't that important. I guess I'm just disappointed because I hear all these wonderful stories about the suites and all the nice perks and it hasn't been the case for me either time.

Other than the suites, we've also sailed NCL in a balcony cabin. I think that's what we'll stick to from now on.

So sorry to hear it did not go well. We are sailing in our first suite next year. Like you we are not needy people but I would like to hear about all the perks from the crew as they are supposed to do. Not sure that I will use most of them but it would be nice to hear all about them.

Let me preface this by saying I love NCL. It's our favorite cruise line and we'll continue to sail NCL. Now that being said, I've read rave reviews about the suites for years. I just got back yesterday from my second stay in a suite on NCL. I was disappointed the first time we had a suite, but I give everything a second chance. Sadly I was disappointed yet again. I just don't get it. We've had two disappointing suite experiences, while it seems that everyone else has the time of their lives!

 

Our first experience in a suite was over Christmas 2010 on the Jade. The upsell fairy called us three days before the cruise and we switched from a balcony to a SJ penthouse. The room was great, the cruise was awesome and we enjoyed everything---but the suite perks.

 

Our butler escorted us to our room, but as we were going to the room, his phone kept ringing. He opened the door to our room and showed us in, but excused himself to get the phone. I thought he'd come back, but we NEVER saw him again. This was our first experience with a suite, so my knowledge at the time was limited. I didn't know exactly what all the butler could/should do for you. When I say we didn't see him again, I mean we didn't see him or hear from him again until the day we got off the ship. We didn't get any info. on having dining set up in our room, we didn't know about Cagney's, we got no snacks delivered to the room, we didn't know anything about the priority tendering, disembarkation, etc. He came to our room the morning we disembarked to "help" us with our luggage. We had money set aside for a tip for him, but we gave it to our room steward as a bonus because he was the one who saw to our needs/wants.

 

I came home from the cruise, read up on suite perks and decided to try it again. We got home yesterday from a two night CTN on the Dawn in a two bedroom suite. When we arrived at the port and checked in, we were taken to the "VIP" room where we were met by the concierge. There as a butler with her and he escorted us to our room. I asked him if he was our butler for the next two days and he said no, that ours was escorting other guests and he was helping him out. We got to our room and he left. We never saw our butler the entire cruise, not even when we left yesterday morning! Again we weren't told about Cagney's, priority seating for the shows, priority disembarkation, etc. (but I had done my homework and knew this time). We also had no snacks delivered to our room. Our room steward kept telling us our butler would be around to introduce himself, but he never showed up. Now I'm wondering if it being a two night cruise had anything to do with it, but I know that can't be it.

 

I don't want to sound like a negative Nelly. We didn't need/want anything (other than to figure out how to use the coffee machine in our room and the room steward couldn't figure it out for us!). If it would have been a major big deal, I would have called someone, so obviously it wasn't that important. I guess I'm just disappointed because I hear all these wonderful stories about the suites and all the nice perks and it hasn't been the case for me either time.

 

Other than the suites, we've also sailed NCL in a balcony cabin. I think that's what we'll stick to from now on.

I just don't get two night cruises, in fact anything less that 7 nights I just don't get. I doubt the butler, or the crew take a 2 nighter seriously.

We had a suite, admittedly a few years back, on the Spirit. The Butler and Concierge were fantastic. We had full cooked breakfast served every morning in the suite. Afternoon treats, Priority tendering, tables booked for us in specialty restaurants, special Captains Cocktail Party. Everything was superb.

Wish I could afford a suite now.

It does not sound like you complained to your concierge or the hotel director about your experiences.

The butlers work for the concierge and if they are not doing there job, you can inform them so and they can take corrective action.

Similarly if the highest paying passengers are unhappy, the Hotel Director would be happy to hear about it so they also can take corrective action to fix what is wrong.

The best place and time to get this fixed was on the ship.

I hope your experiences are an isolated case.

I stay in the suites pretty much all the time and my experiences do not agree with yours.

I tend to agree with you short cruises not really being worth it! The turn around is just crazy! We booked the 2 night cruise for just the "girls" in our family. My aunt recently lost her husband, so it was great to just get away from "life" for awhile. We're about an hour and forty five minutes from New Orleans, so it was a quick easy trip. We had fun and I enjoyed it, but there is no way I'd want to do this on a regular basis!!

It does not sound like you complained to your concierge or the hotel director about your experiences.

 

The butlers work for the concierge and if they are not doing there job, you can inform them so and they can take corrective action.

 

Similarly if the highest paying passengers are unhappy, the Hotel Director would be happy to hear about it so they also can take corrective action to fix what is wrong.

 

The best place and time to get this fixed was on the ship.

 

I hope your experiences are an isolated case.

 

I stay in the suites pretty much all the time and my experiences do not agree with yours.

No, I didn't complain to anyone. On a two night cruise, it just wasn't that big of a deal. Had we been on a longer cruise, I would have let someone know. I guess I was just a little disappointed that after two different cruises in a suite, I haven't had the experience I hear about.

I am a little confused, in your room was a "handy" phone with two direct dial numbers in the memory, one says Butler and the other Concierge, you push one button and they answer, the clue on the first raise was the Butlers phone kept ringing, calls from people setting up their needs and wants. We always make friends with our Butler. On our last cruise, our Butler from our previous cruise recognised us and introduced us to his wife, lovely couple.

John and Joan

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I hear you loud and clear! We had our first suite cruise (our second on NCL) in 2012 and while we did get our daily snacks they weren't what we asked for. I'm allergic to most types of shell fish and since we couldn't tell what some of the savory ones were we asked for chocolate, cookies, brownies, chocolate covered strawberries or just about anything else. We got the savory ones all days but two. Our concierge was non-existent for the entire cruise except for the last day to escort us off the ship. We saw our butler twice (he seemed to deliver the snacks when we weren't around. We did however know about Cagney's and the priority embarkation and disembarkation mostly from cruise critic.

Second cruise in a suite is coming up on 2/1 of next year and we shall see. Since I mostly love and book the suites for the large balconies most of the other stuff doesn't bother me but I know we can always book aft balconies and get a terrific size balcony and not pay the suite price so we shall see what this cruise brings. Truth be told we probably wouldn't have used the concierge much anyways or the butler for that matter. The butler got a small tip and the concierge zilch.

The butler with the phone ringing was our first cruise in a suite in 2010. I had read nothing about suites (we got an upsell 3 days before the cruise). I had no idea we even had a phone in our room, so no, I didn't know that was what was going on.

The cruise we got off yesterday did have a cordless phone, but there were no buttons labeled for anyone. I thought it was to take around the ship and call your room if you needed someone. Guess I didn't read enough if it is supposed to be to call your butler!! : )

No, I didn't complain to anyone. On a two night cruise, it just wasn't that big of a deal. Had we been on a longer cruise, I would have let someone know. I guess I was just a little disappointed that after two different cruises in a suite, I haven't had the experience I hear about.

I can understand your hesitation about complaining about poor service to someones boss. Most people don't like doing that.

After a number of conversations with concierges and hotel directors, I can tell you definitely that if you are finding service lacking, they definitely want to hear about it ASAP on your cruise so that they can fix what is wrong and make you happy again.

The worst thing for them is to read about it on cruise critic after the fact without anyway of discussing it with you and ascertaining what needs to be fixed.

I hear you loud and clear! We had our first suite cruise (our second on NCL) in 2012 and while we did get our daily snacks they weren't what we asked for. I'm allergic to most types of shell fish and since we couldn't tell what some of the savory ones were we asked for chocolate, cookies, brownies, chocolate covered strawberries or just about anything else. We got the savory ones all days but two. Our concierge was non-existent for the entire cruise except for the last day to escort us off the ship. We saw our butler twice (he seemed to deliver the snacks when we weren't around. We did however know about Cagney's and the priority embarkation and disembarkation mostly from cruise critic.

 

Second cruise in a suite is coming up on 2/1 of next year and we shall see. Since I mostly love and book the suites for the large balconies most of the other stuff doesn't bother me but I know we can always book aft balconies and get a terrific size balcony and not pay the suite price so we shall see what this cruise brings. Truth be told we probably wouldn't have used the concierge much anyways or the butler for that matter. The butler got a small tip and the concierge zilch.

I hope you have better luck on your cruise in February! We haven't tried an aft balcony yet, but that might be something to check into!

I hope you have better luck on your cruise in February! We haven't tried an aft balcony yet, but that might be something to check into!

The aft balconies on some of the ships like the Star on deck 10 have enormous balconies. Almost as big as the aft PH's. We have also discovered corner aft cabins on some of the CCL and RCI ships have huge balconies. Our last two cruises were in non-NCL aft wraps and the cabins were the bomb!

So sorry to hear it did not go well. We are sailing in our first suite next year. Like you we are not needy people but I would like to hear about all the perks from the crew as they are supposed to do. Not sure that I will use most of them but it would be nice to hear all about them.

The butler isn't "supposed" to tell you all about the perks.

The perks are listed in print, in letters delivered to your stateroom.

The butler is supposed to ensure that the room operates as expected (you know how to use the lights, the coffee maker, the air conditioner, etc. They're not expected to direct you to Cagneys.

However, that's another oddity. For the past few years, when I have boarded, they've always tried to direct me immediately to Cagneys (rather than my room).

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Very sorry to read about your poor experiences.

It's these types of reviews that keep me in balconies and out of suites.

True, a person can complain to the concierge, but for the amount of money being paid, they really shouldn't have to have the added stress.

The butler isn't "supposed" to tell you all about the perks.

 

The perks are listed in print, in letters delivered to your stateroom.

 

The butler is supposed to ensure that the room operates as expected (you know how to use the lights, the coffee maker, the air conditioner, etc. They're not expected to direct you to Cagneys.

 

However, that's another oddity. For the past few years, when I have boarded, they've always tried to direct me immediately to Cagneys (rather than my room).

 

 

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Our butler stopped in to introduce himself and asked if we knew how to use the coffee maker, etc. Since we'd been on the Dawn just last fall, we didn't need instructions and he was in and out in a flash. He would deliver the afternoon treats, replenish the coffee/tea and fruit bowl but after 10 days we asked that he stop doing that. We both had colds and he would bring honey and lemon tea and a pitcher of ice water twice a day.

Since cabins were ready before we boarded, we were able to drop our carryons before going to Cagney's for lunch. The letter in our cabin advised of the times for Cagney's. I think we also received that same information in the suite lounge before leaving Boston.

The butler isn't "supposed" to tell you all about the perks.

 

The perks are listed in print, in letters delivered to your stateroom.

 

The butler is supposed to ensure that the room operates as expected (you know how to use the lights, the coffee maker, the air conditioner, etc. They're not expected to direct you to Cagneys.

 

However, that's another oddity. For the past few years, when I have boarded, they've always tried to direct me immediately to Cagneys (rather than my room).

 

 

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The first time we had nothing in our room to inform us of anything. This time we did have a little card with Cagney times listed, but I already knew about the "perk" from reading here. So no, I didn't need the butler to tell me this, but it would have been nice for him to at least come by and introduce him self. We would have loved to have known how to operate the coffee maker!

Hi- I can see your disappointment in the first cruise if you had no idea what to expect. We did a 7 day on the Spirit in a suite. The butler was very attentive and we had no issues. If I did need something, I left him a note. Aside from requesting chamomile tea, some movies, and no savory snacks, we weren't very needy people.

However, I would not judge the suite experience on the short cruise (1 day or 2 days). We have done the suite on these, and it is not the same. We were aware of the Cagneys, but that was really all you got. I guess there isn't much more to expect on such a short cruise. We did get snacks and treats as we usually do, but nothing more.

I think, if you are so inclined, you should try the suite on a regular length cruise. Now that you know what to expect, you can ask questions if you don't think you are getting it.

No, I didn't complain to anyone. On a two night cruise, it just wasn't that big of a deal. Had we been on a longer cruise, I would have let someone know. I guess I was just a little disappointed that after two different cruises in a suite, I haven't had the experience I hear about.

I don't understand - so it wasn't a big deal for you while you're actually on the cruise so corrective action can be taken, but it's a big enough deal that you'll come here and complain about it. Not sure I understand what the point is?

I don't understand - so it wasn't a big deal for you while you're actually on the cruise so corrective action can be taken, but it's a big enough deal that you'll come here and complain about it. Not sure I understand what the point is?

I'm sorry it came across as complaining. We had great weekend and lots of fun. I'll continue to cruise NCL. I just see so many posts about how wonderful the perks are with the suite, how attentive the butler and concierge can be, etc. and that wasn't the case on either of my cruises. I do think it was very strange that the butler didn't even come by to introduce himself. That doesn't seem to be the norm for most experiences in a suite. I was just stating what my experience was and it was quiet different from most. Sorry if you felt I was complaining that I didn't get something. It wasn't a big deal, just different from what I've read. : )

Our butler stopped in to introduce himself and asked if we knew how to use the coffee maker, etc. Since we'd been on the Dawn just last fall, we didn't need instructions and he was in and out in a flash. He would deliver the afternoon treats, replenish the coffee/tea and fruit bowl but after 10 days we asked that he stop doing that. We both had colds and he would bring honey and lemon tea and a pitcher of ice water twice a day.

 

Since cabins were ready before we boarded, we were able to drop our carryons before going to Cagney's for lunch. The letter in our cabin advised of the times for Cagney's. I think we also received that same information in the suite lounge before leaving Boston.

Hi Mary, the lemon & honey is a nice touch. It sounded from your DH's posts that the cruise was really not good....I imagine both having colds didn't help.... on our second-last cruise I was mostly confined to my cabin with a bronchitis....and I know how miserable it can be to be sick on vacation.

Hoping for you both that it wasn't as bad as it seemed.

Stephen

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Hi Mary, the lemon & honey is a nice touch. It sounded from your DH's posts that the cruise was really not good....I imagine both having colds didn't help.... on our second-last cruise I was mostly confined to my cabin with a bronchitis....and I know how miserable it can be to be sick on vacation.

 

 

Hoping for you both that it wasn't as bad as it seemed.

 

Stephen

 

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Stephen - I know he sounded more than upset with our suite. But after being there for 3 days while sick, he found more and more problems. :eek:

A vacation is what you make it. We actually had a great time! :)

OP, I'm sorry to hear about the disappointment! I have never cruised in a suite before but get very jealous hearing about how wonderful it is, on here. I would also be a bit annoyed if I felt like I paid all that money and didn't get the services I was looking forward to. Whether or not you knew about the amenities offered, it still would haven been since to feel a little catered to, I'm sure! Ultimately, the concierge doesn't know how much you do about what you're "supposed" to have and I do feel it's their job to make sure you are aware of those perks. At the very least, coming around for a quick and simple "Hello" doesn't hurt either. ;)

Sometimes you can overlook lapses in service while on-site, but it can still leave a bitter taste in your mouth after the fact. I had this happen on my cruise in January.

Let me preface this by saying I love NCL. It's our favorite cruise line and we'll continue to sail NCL. Now that being said, I've read rave reviews about the suites for years. I just got back yesterday from my second stay in a suite on NCL. I was disappointed the first time we had a suite, but I give everything a second chance. Sadly I was disappointed yet again. I just don't get it. We've had two disappointing suite experiences, while it seems that everyone else has the time of their lives!

 

Our first experience in a suite was over Christmas 2010 on the Jade. The upsell fairy called us three days before the cruise and we switched from a balcony to a SJ penthouse. The room was great, the cruise was awesome and we enjoyed everything---but the suite perks.

 

Our butler escorted us to our room, but as we were going to the room, his phone kept ringing. He opened the door to our room and showed us in, but excused himself to get the phone. I thought he'd come back, but we NEVER saw him again. This was our first experience with a suite, so my knowledge at the time was limited. I didn't know exactly what all the butler could/should do for you. When I say we didn't see him again, I mean we didn't see him or hear from him again until the day we got off the ship. We didn't get any info. on having dining set up in our room, we didn't know about Cagney's, we got no snacks delivered to the room, we didn't know anything about the priority tendering, disembarkation, etc. He came to our room the morning we disembarked to "help" us with our luggage. We had money set aside for a tip for him, but we gave it to our room steward as a bonus because he was the one who saw to our needs/wants.

 

I came home from the cruise, read up on suite perks and decided to try it again. We got home yesterday from a two night CTN on the Dawn in a two bedroom suite. When we arrived at the port and checked in, we were taken to the "VIP" room where we were met by the concierge. There as a butler with her and he escorted us to our room. I asked him if he was our butler for the next two days and he said no, that ours was escorting other guests and he was helping him out. We got to our room and he left. We never saw our butler the entire cruise, not even when we left yesterday morning! Again we weren't told about Cagney's, priority seating for the shows, priority disembarkation, etc. (but I had done my homework and knew this time). We also had no snacks delivered to our room. Our room steward kept telling us our butler would be around to introduce himself, but he never showed up. Now I'm wondering if it being a two night cruise had anything to do with it, but I know that can't be it.

 

I don't want to sound like a negative Nelly. We didn't need/want anything (other than to figure out how to use the coffee machine in our room and the room steward couldn't figure it out for us!). If it would have been a major big deal, I would have called someone, so obviously it wasn't that important. I guess I'm just disappointed because I hear all these wonderful stories about the suites and all the nice perks and it hasn't been the case for me either time.

 

Other than the suites, we've also sailed NCL in a balcony cabin. I think that's what we'll stick to from now on.

I am sorry you didn't get the full suite experience. My impression is that on the CTNs (one night or two night) that service is consistently lowered across the board on the ship, even with suites. I guess comparing the suite experience of a 2 night to the same suite during a week long cruise would be very different. Typically your butler and concierge would be very eager to get to know you and what it is you enjoy. I don't think the CTNs emphasize this very much. If you ever get the pleasure of a suite during a longer cruise, I think your experience will be much more towards what your expectations were.

If you want the true suite experience I would recommend booking an aft PH on the Sun. With only 20 suites on this smaller ship there is less "suite parity".

Actually, our first butler on the Sun was not good at all. Thre different suites complained. Our concierge was very interested in our feedback but circumstances truly were beyond her or NCL's control. Everything else about that cruise was heaven. As was our second. It was perfect all around with an excellent butler, Teresa.

We think because we spend more time in the suite/balcony that we have more interaction.

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I don't think you are a negative nelly

You are reporting the facts

Sometimes you have to be pro active if you need something

I had a negative concierge situation with someone who is rather popular with NCL CC followers

Sometimes its the luck of the draw but thats no excuse for bad service

Especially if you are paying for it

I think 3 times a charm so give it another whirl

Cheers!!