Advice please complaint pumps cabin noise compensatin help

Can anyone give me some advice about Royal complaints success

We had a cabin under the pool but unfortunate every night between 8 and 1.30am they empty and refill the pools above so extreme sounds of pump and gushing water. After numerous calls and visits to guest services and engineers calling to see the cabin they said it wasn't a quick fix and didn't know how long it would take to solve the noise finally on day 5 of 13 they found us another cabin.

They have offered a small amount of OBC, or discount on. Future cruise do we accept this or refuse and take it up with our travel agent when we get home? A

We are all so upset and it has totally ruined our holiday.

Is there anything in particular that you want? It sounds to me (not knowing the operation of a pool) that it was a situation out of their control. Can you please state what it is that you are looking for, this way we have a better idea of how to respond to your statement.

Something for nothing, and your chics for free...

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It's why some experienced cruises pick their cabin location carefully.

I'm sure it was annoying, but since they did move your cabin don't understand how it ruined your vacation, especially since you had 8 days in the new cabin. Was that second cabin not satisfactory?

I was in a cabin under the pools once myself. The gurgling noises did get on my nerves, but we chalked it up to experience and now are more careful with location selection.

I would graciously accept their offer.

Rachel

I'm sure it was annoying, but since they did move your cabin don't understand how it ruined your vacation, especially since you had 8 days in the new cabin. Was that second cabin not satisfactory?

 

I was in a cabin under the pools once myself. The gurgling noises did get on my nerves, but we chalked it up to experience and now are more careful with location selection.

 

I would graciously accept their offer.

 

Rachel

Perfect answer

Is your new room in anyway an upgrade (example OV rather than inside?). If it is they may see that as part of the 'sorry'.

In circumstances like this the most important thing to do is not let it sour the remainder of your vacation....if the OBC will give you a few nice meals or excursions I would let it ride. Once you leave the ship your options decrease and you may just have a future cruise credit which only has value if you cruise again.

It is always a difficult one when a vacation you have dreamed about for months has issues, it does sound like RC are trying to help. It is unclear from your post how many days you have left - focus on making the most of them.

I'm sort of with everyone else. I have been in a noisy cabin. We had the very aft cabin on the lowest deck. Behind our cabin was a work space. Besides incredible vibration from the propellers, we had speakers, banging, etc. most nights. But I half expected that going in, so no big deal, we just adapted. As someone said, it's why experienced cruisers pick the cabins they pick. Your TA, they should have cautioned you about being below a pool. Same with above or below the casino, the theater, the pool deck, the Windjammer. All those areas will cause noise. It's also why I book early.

But it sounds like they did what they could. They moved you, gave you OBC, and a discount on a future cruise. How much more do you want? As for "taking it up with your TA," of course you should. But you should ask why the TA put you under the pool in the first place. Maybe it was the only cabin in the category available.

If it was me, I'd accept the offer from RCCL and be grateful they were able to move your cabin. And keep in mind, these are ships. They are complex mechanical marvels that move hundreds of thousands of tons through the ocean. There is going to be motion, vibrations, and noises. Nature of the beast.

http://boards.cruisecritic.com/showthread.php?p=50282445#post50282445

I just don't understand the logic. You book a guarentee cabin because you don't want to pay more which in my mind means you are willing to accept the worst cabin on the ship. And then you complain because you don't like the location of the cabin.

My advice is take it as a lesson learned that being cheap isn't always the best option and if you want a cabin in a certain area or cabins near each other you need to pay the extra, like everyone else, to be able to pick your cabin.

I don't feel they owe anything to the op. They did more than they had to which was move them with a significant amount of time still left on the cruise. To say the trip was ruined when you had 8 days in the new cabin imo says you are just trying to get a freebie.

I just don't understand the logic. You book a guarentee cabin because you don't want to pay more which in my mind means you are willing to accept the worst cabin on the ship. And then you complain because you don't like the location of the cabin.

 

My advice is take it as a lesson learned that being cheap isn't always the best option and if you want a cabin in a certain area or cabins near each other you need to pay the extra, like everyone else, and pay more to be able to pick your cabin.

 

I don't feel they owe anything to the op. They did more than they had to which was move them with a significant amount of time still left on the cruise. To say the trip was ruined when you had 8 days in the new cabin imo says you are just trying to get a freebie.

About sums it up if you ask me.

I would accept what they offered as you are lucky to get anything. I saw you booked guarantee cabins which means you paid less for a specific cabin assigned by Royal. You are only guaranteed to get a cabin in the category you booked sometimes you win sometimes you lose. Your travel agent should have told you about the noise being under the pool and also you may have been able to be put back in the cabin pool and get reassigned. We are able to do that if you book in the US not sure about your rules in the UK. Next time I would pay a little more and pick my cabin located between two decks of cabins. Hope you enjoy your next cruise if you decide to cruise again.

The OP has been a member of CC since 2009. Seven years! They know how to do research and ask questions. According to the OP'S history, they have been on many cruises and are experienced. So, what does this tell us???? I think RCCL went above and beyond. What more could the OP want. :confused:

Thanks for all your help. I feel some of you have been a bit harsh.

The cabin was next to the elevator and whilst on the deck below the pool actually no where near it. So we were happy with it and checked online and it had no negative reviews. If that had been the case then I would have paid the extra to up grade as the cabin was allocated before final payment was due so that was still a possibility.

The engineer confirmed the pump noise from the pool is an ongoing problem not just the normal pool noise and they just didn't know when it would be fixed.

They gave us a new cabin of the same category. We were moved in the middle of the night on day 3 but couldn't stay in that cabin then moved again day 5 temporarily and finally same category moved on day 6.

The impact is not just lack of sleep this meant late mornings up and so time in port and missed shows either at reception or waiting for engineers. It's very stressful not knowing if we would get moved and we just wanted to go hom

As you know we've been on many cruisers and are not complainers like some.

The offer was OBC or future cruise and would not cover a meal for two in a speciality restaurant.

Thanks for all your help. I feel some of you have been a bit harsh.

The cabin was next to the elevator and whilst on the deck below the pool actually no where near it. So we were happy with it and checked online and it had no negative reviews. If that had been the case then I would have paid the extra to up grade as the cabin was allocated before final payment was due so that was still a possibility.

 

The engineer confirmed the pump noise from the pool is an ongoing problem not just the normal pool noise and they just didn't know when it would be fixed.

 

They gave us a new cabin of the same category. We were moved in the middle of the night on day 3 but couldn't stay in that cabin then moved again day 5 temporarily and finally same category moved on day 6.

The impact is not just lack of sleep this meant late mornings up and so time in port and missed shows either at reception or waiting for engineers. It's very stressful not knowing if we would get moved and we just wanted to go hom

 

As you know we've been on many cruisers and are not complainers like some.

 

The offer was OBC or future cruise and would not cover a meal for two in a speciality restaurant.

So, to repeat our question...What is it that you want? :confused:

You should ask for "ONE MILLLLLLLLLLLION DOLARS".........AGHHAHAHAHA.....:cool:

Thank you for your initial question. It helps new cruisers sort out problems that could occur while cruising and gives them a prospective on how Guest Relations/Cruise Companies resolves difficulties that do arise when cruising.

Unfortunately, there are some very nasty people on Cruise Critic. Take heed who they are.

It's why some experienced cruises pick their cabin location carefully.

And, why some of us bring earplugs just in case.

However, we had an issue with deck loungers being dragged across our ceiling from the pool deck above. I called Customer Service twice that night, the second time after going upstairs to see what the noise was. It sounded like baby elephants trouncing across the deck, which I knew was most likely NOT the source of the noise! We got a nice credit for a future cruise.

When I book a cruise now I check the decks above and below my cabin before booking.

So, to repeat our question...What is it that you want? :confused:

I was asking if anyone has experience of claiming compensation and how would we work out a fair amount.

If we accept the OBC and sign their documents on the ship to accept their offer and waive any further rights to complain once home or do we turn down the OBC and complain via our travel agent at home.

Thanks for all your help. I feel some of you have been a bit harsh.

The cabin was next to the elevator and whilst on the deck below the pool actually no where near it. So we were happy with it and checked online and it had no negative reviews. If that had been the case then I would have paid the extra to up grade as the cabin was allocated before final payment was due so that was still a possibility.

 

The engineer confirmed the pump noise from the pool is an ongoing problem not just the normal pool noise and they just didn't know when it would be fixed.

 

They gave us a new cabin of the same category. We were moved in the middle of the night on day 3 but couldn't stay in that cabin then moved again day 5 temporarily and finally same category moved on day 6.

The impact is not just lack of sleep this meant late mornings up and so time in port and missed shows either at reception or waiting for engineers. It's very stressful not knowing if we would get moved and we just wanted to go hom

 

As you know we've been on many cruisers and are not complainers like some.

 

The offer was OBC or future cruise and would not cover a meal for two in a speciality restaurant.

On two RCCL cruises we had cabin issues and in each instance were given future cruise credit. Both times we were in Grand Suites so our credit may have been more than what you were offered. I would take the future cruise credit if I were you.

I do not agree with many of the posters as things go wrong on a ship just like with your car or home. You should not have to suffer because they aren't able to fix their problem and provide the peace, quiet you paid for. Whether it is pool, A/C, plumbing or whatever, they need to take ownership of the problem and make it right for you the customer.

I was asking if anyone has experience of claiming compensation and how would we work out a fair amount.

If we accept the OBC and sign their documents on the ship to accept their offer and waive any further rights to complain once home or do we turn down the OBC and complain via our travel agent at home.

I'm not too sure what your travel agent can do for you after the fact. RCCL's head office will most likely refer it right back to the ship for confirmation, and they may or may not have a record of your problem. I'd take the obc/future credit.

I've been in a variety of rooms and there has been some kind of noise issue in several of them. I just chalked it up to being on a moving vessel that provides entertainment; things have to get done and someone is going to have to hear it.

That being said, if yours was a maintenance issue, I think you have more to complain about. They did get you another room, so they did attempt to make you happy. You could write your own letter to guest services when you get home. RoyalGuestRelations@rccl.com Keep it to one page and state your problem clearly. Be patient about them answering (weeks).

Try to enjoy the rest of your trip.

ps not sure what you are expecting but they will probably offer you a FCC for a percentage of your cruise fare, if anything. If they have already offered this, I don't think you will get anything more.

Thanks for all your help. I feel some of you have been a bit harsh.

 

They gave us a new cabin of the same category. We were moved in the middle of the night on day 3 but couldn't stay in that cabin then moved again day 5 temporarily and finally same category moved on day 6.

The impact is not just lack of sleep this meant late mornings up and so time in port and missed shows either at reception or waiting for engineers. It's very stressful not knowing if we would get moved and we just wanted to go hom

I think I'd be more upset at the above. Moving you to a room that you couldn't stay, moving you again, etc, just go talk to guest services, explain the time involved, hours missed of fun, etc and counter offer the OBC (if you still have time to spend it), if not a higher future credit. You just haven't answered anybodies question of "what do you want"

Can anyone give me some advice about Royal complaints success

 

We had a cabin under the pool but unfortunate every night between 8 and 1.30am they empty and refill the pools above so extreme sounds of pump and gushing water. After numerous calls and visits to guest services and engineers calling to see the cabin they said it wasn't a quick fix and didn't know how long it would take to solve the noise finally on day 5 of 13 they found us another cabin.

 

They have offered a small amount of OBC, or discount on. Future cruise do we accept this or refuse and take it up with our travel agent when we get home? A

 

We are all so upset and it has totally ruined our holiday.

about what we were offered.

we had a cabin( suite) directly under the pool deck/windjammer and every morning at oh stupid thirty, the rolling carts full of plates, etc began making their way above our heads. it did disturb us a little to early for our tastes. one evening, ourselves and our NDN were sitting in the Concierge Lounge when the Hotel Director stopped in to chat. when she asked us our our stay was, we both told her of the noise issues and that we felt that paying for a suite entitled us to a little bit of quiet at 5 am.

neither one of is demanded or even asked, but suggested that in future, premium cost cabins should have more consideration taken when deciding where they are placed on the decks.

the next day we had a letter from her in our cabin apologizing again for our issue and offering us an additional $250 off any future cruise with stated that it could be attached to ALL other sales and discounts.

alas we were never able to take advantage was it was only good for a year and he deployed soon after.

Poster has been a member since 2009 you would think they you would learn by now how to pick a cabin.