Is RCI's "refund" for the Oasis "Tragedy at Sea" Appropriate?

Yes it is too much to ask. Maybe cruising or RCCL isnt for you.

 

Also if you were to actually do some research, you would find many other similar experiences to your after a ship is in dry dock. Thats is why you avoid those sailings, duh!

"Duh"? Deep.

Yes, it's known by many that taking the first cruise after a dry dock can be risky, but how is booking that cruise the passenger's fault? Is the cruise discounted because it may not deliver the normal level of experience? How is that the consumer's fault? Any thoughts on that?

Seems to me that all cruise lines (knowing this is an across-the-board problem) are cheating the customer who paid full fare and did not receive the complete experience - the experience that passengers would receive on following sailings.

"That's 'cause it ain't hard

To get along with somebody else's troubles,

And they don't make you lose any sleep at night.

Just as long as fate is out there bustin' somebody else's bubbles,

Everything's gonna be all right.

Everything's gonna be all right."

Steve Goodman - 1972

Sincerely glad you got such good treatment for your polite attitude. This has generally been our experience with RC as well. Not this time, however. The crew - waiters, stewards, bar service - were great! Higher management/officers - not! They were mostly invisible and definitely non-caring. Gee, I couldn't have yelled at an officer even if I had wanted to - they just weren't to be found. And judging ALL higher status and "older crowd" guests by the ones you actually saw is pretty narrow-minded - I had expected better of you.

Agree. Most if not all of us had no issues with the crew. They were great as usual.

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[i certainly would not refer to this cruise as "Tragedy of the Seas". That is quite extreme for a cruise that sailed fine, didn't capsize or have major deaths onboard, etc. Cool weather is not a tragedy.

Really calling this a Tragedy could be part of the Saturday Night Live recurring skit: "White people problems".

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Sincerely glad you got such good treatment for your polite attitude. This has generally been our experience with RC as well. Not this time, however. The crew - waiters, stewards, bar service - were great! Higher management/officers - not! They were mostly invisible and definitely non-caring. Gee, I couldn't have yelled at an officer even if I had wanted to - they just weren't to be found. And judging ALL higher status and "older crowd" guests by the ones you actually saw is pretty narrow-minded - I had expected better of you.

I agree our stateroom attendant and waiters were great! I never saw Drew Devine unless he was at an event or on the morning show. The end of the cruise when things were backed up at customs (not RCs fault) and we were left standing in lines on the ship from 11 am until 1:45pm (another hour in the terminal), RC employees were just standing around and I finally asked, can't you go and get some bottled water for us? She said I can't do that but proceeded not to ask anyone. Here's a picture of the staff not taking initiative or going to ask if they could offer us something.

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And were you on this cruise? Nah, didn't think so.

 

So no, perhaps you can't say RC screwed up, but since you weren't there, you really don't know.

Of course I wasn't, as I am sure many others who have read and responded to this open post.

My dissatisfaction is not about the amount of the compensation, and I believe it to be a nice gesture. My dissatisfaction is with the attempt to not accept ANY blame, only saying it was "out of their control.".

How do you know for a fact it was not out of their control? My objective opinion is this; RCI giving out a 20% discount is accepting blame and taking responsibility. Perception is a strange thing when a personal bias is involved.

Have I given up on RC? Absolutely not! We've had over 20 great cruise with them. Since you were not there to experience it, you and others who weren't really can't fairly judge the feelings of those of us who were.

I feel those of us who were not there are fairly judging the situation, which is the premise of the OP. The question was this: is how RC handled the situation something we CC members would do if we screwed up with our own company? Emotion was not mentioned. I am glad you have decided to not give up on RC. A 20% discount for a future cruise means you get to take another vacation with a quality cruise line.

I agree our stateroom attendant and waiters were great! I never saw Drew Devine unless he was at an event or on the morning show. The end of the cruise when things were backed up at customs (not RCs fault) and we were left standing in lines on the ship from 11 am until 1:45pm (another hour in the terminal), RC employees were just standing around and I finally asked, can't you go and get some bottled water for us? She said I can't do that but proceeded not to ask anyone. Here's a picture of the staff not taking initiative or going to ask if they could offer us something.

 

 

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I think what the last straw for me was after two hours in the immigration line and ALMOST to the front of the line here comes the captain's wife escorted by an officer right past all of us and zipped right through.

I am going to repeat again for what it is worth. I will be sailing on my four future booked cruises. I am still "loyal to Royal" but this cruise was a major disappointment.

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I think what the last straw for me was after two hours in the immigration line and ALMOST to the front of the line here comes the captain's wife escorted by an officer right past all of us and zipped right through.

 

I am going to repeat again for what it is worth. I will be sailing on my four future booked cruises. I am still "loyal to Royal" but this cruise was a major disappointment.

 

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I feel the same way. I was pretty accepting of our cruise, because a lot of it was GREAT, but this was just the final straw. We have three more booked, including Allure TA, which should be a totally different situation with allure sailing in Europe for five months after Drydock before we get on.

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[i certainly would not refer to this cruise as "Tragedy of the Seas". That is quite extreme for a cruise that sailed fine, didn't capsize or have major deaths onboard, etc. Cool weather is not a tragedy.

Really calling this a Tragedy could be part of the Saturday Night Live recurring skit: "White people problems".

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For those here that arrived at school in a slighter shorter bus then the rest of us.

THE OP COVERED THE TITLE OF THE POST ISSUE BACK AT POST #33

ref:

Thank you for all of your responses. Most of them were well thought out and displayed a variety of legitimate opinions. I do agree that the title of my thread was a little over the top (sorry about that). It certainly does not compare to those passengers who have had to endure ship-wide illnesses or a ship's engine or ventilation system that failed or even being abandoned in the middle of a cruise (all of which have happened). I was looking to generate a discussion, which this did, but perhaps I was insensitive to those who have truly suffered.

 

 

Full disclosure: This was my 28th cruise and I have cruised on just about every cruise line from Carnival to Crystal. I have run a service oriented business for many years (as has Ellie) and am currently on the speaking circuit where I discuss issues just like this. I encourage discussion in my live seminars and have no problem with people who have varying opinions. I often post on Yelp, Trip Advisor, and Angie's List as well as cruise critic. If you read any of my threads, you will see that I try to be as objective as possible, pointing out the things we like as well as the things we believe can be improved. Over the years we have seen many improvements in the way companies have responded to consumer complaints. The Passengers Bill Of Rights was a direct result of consumer input. Many cruise lines, hotels, restaurants and service oriented companies monitor these sites.

 

 

P.S. RCI issued an OBC for a similar problem that took place on the Mariner after its Dry Dock.

And by the way "white people problems" is by definition a racist term.

We are currently booked on the Quantum, and are trying to decide whether we should give them another chance or cancel it. I know this was not the norm for most cruise lines, including RCCL, since we have cruised twice with them before, and had a great time. This does, however, give one a bad taste in their mouth. The 20% is close to satisfying us.

Thanks chloe kitty, and thanks also for everyone who was on that cruise who posted on this thread, Only you know what you experienced. And only you have the right to feel if RCL's compensation and apology was sufficient or not.

For the rest of us who were not on that cruise, all we can offer is - Enjoy your next vacation.:)

About the bus. That's not funny. Unless I am misreading it.

I feel the same way. I was pretty accepting of our cruise, because a lot of it was GREAT, but this was just the final straw. We have three more booked, including Allure TA, which should be a totally different situation with allure sailing in Europe for five months after Drydock before we get on.

 

 

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I hope so Karen. We loved the Allure. Hope you get Captain Johnny. You need to come join us on the LIBERTY repo next November. We need a slot pull coordinator!

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I hope so Karen. We loved the Allure. Hope you get Captain Johnny. You need to come join us on the LIBERTY repo next November. We need a slot pull coordinator!

 

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Oh I hope we get Johnny, too. We have had him several times on different ships. Also our adopted son, Dexter works on the ship.

Are you talking about the one to Galveston?

Hope folks enjoyed the slot pull.

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Oh I hope we get Johnny, too. We have had him several times on different ships. Also our adopted son, Dexter works on the ship.

 

Are you talking about the one to Galveston?

 

Hope folks enjoyed the slot pull.

 

 

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Yes the one to Galveston. We had Captain Johnny on the Mariner Around Horn. We definitely enjoyed the Slot Pull on the Oasis and on the Serenade out of NO last December.

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Sincerely glad you got such good treatment for your polite attitude. This has generally been our experience with RC as well. Not this time, however. The crew - waiters, stewards, bar service - were great! Higher management/officers - not! They were mostly invisible and definitely non-caring. Gee, I couldn't have yelled at an officer even if I had wanted to - they just weren't to be found. And judging ALL higher status and "older crowd" guests by the ones you actually saw is pretty narrow-minded - I had expected better of you.

No where did I say all the higher status people or all the older crowd. I'm higher status so that wouldn't make sense. I think you need to reread before you make comments. I would expect better of you. :rolleyes:

We were on the cruise. Many of us booked the cruise in April of 2013. At that time, there was no mention of what was being done in Drydock other than a mechanical checkup and a facelift for carpeting, etc. We had NO IDEA of the extent of the construction when we booked. Heck, I don't even know if RC knew how much they were going to do to the ship, else they would have scheduled more than two weeks to complete it.

 

This cruise was not a tragedy. However, I'm D+ and it was my first transatlantic. The staff appeared to have no leadership to get additional activities scheduled, offered free movies, and they could have made us comfortable the almost four hours we stood in the promenade and in lines onshore to debark. We were not offered water, soda or anything and our Seapasses didn't work. I asked some of the RC staffers to get us water or drinks to be told that they couldn't but none bothered to ask a supervisor.

 

The lack of care and communication were the biggest issues. We had a good time onboard with friends and out CC group had lots of functions. Was not a tragedy at sea, but many things transpired that are just not the norm for RC.

 

We had no problem getting a drink. The solarium bar was pretty empty and we had drinks loaded on our Seapasses.

 

Those who are critical of us don't seem to be those who sailed with us. The unregulated crowd pushing at the doors of Southampton terminal was unlike anything I had seen. It was dangerous.

 

On other cruises, customs agents board the ship and cruisers file through the dining room showing their documents. I have no clue why that was not done in UK.

 

Finally, Oasis-class ships should never be deployed in cold weather environments. This ship isn't built for that, but it's wonderful in the caribbean.

 

I will take the 20% offered. However, I think we are very entitled to it. Not my worst cruise ever, and not tragic. Some of it was just great. I'll close with a quote from Lincoln: most people are as happy as they make up their minds to be. There are always some people who choose to focus on being unhappy. If this sailing was the worst tragedy someone has in their life, they don't know it but THEY ARE BLESSED!

 

 

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Well said Karen,

My partner and I cruise regularly; we also both have roles in our 9-5 jobs that require anticipating and planning for contingencies.

The boarding in Southampton was indeed downright dangerous over 1000 people pushing to one door...and this in the UK, one of the most polite places on the planet! The port staff is contracted by the cruise line. Without the cruise lines there is no cruise terminal, RCCL should take ownership and responsibility for utilizing a terminal that could not handle the crowd. End of story.

What is most bothersome is that this dangerous situation could have been easily handled with a single person seeing that the customs process would delay boarding, and a few dozen yards of movable barriers, the kind right inside the doors of the terminal, or I'm sure in a storage cabinet on the ship, being placed outside. A single queue, even one that was 7-8 feet wide, running in a long line down the side of the terminal would have brought order and fairness to the situation.

You never get a second chance to make a first impression, and this one was terrible. RCCL knows the value of a first impression, that's why they spent millions on a custom terminal in Fort Lauderdale.

No one planned for what if embarkation was delayed? When the course was altered due to weather, no one thought, should we have more trivia in more bars, or movies, or (Cue the $$$, Bingo). The ships and activities operated on a Caribbean schedule, and as a result indoor activities were under planned, again, with no backup planning.

On top of this was the failure of the IT systems for all who boarded in Southampton.

A ship this size staying manageable depends on delicate crowd management and dispersing passengers around the ship. A small bit of backup planning goes a long way, there was little to no thought of, or mobilization of, alternate plans when we took a northerly course.

Moral of the story, have a backup plan.

...and yes, my feeling is that an unsolicited credit of 20% of the base fare paid is fair.

One thing I learned years ago.

Stay as far away from a dry/wet dock sailing as possible.

Gotta laugh at posts that state "READ YOUR CONTRACT". Especially from those not on a sailing.

Sounds like there was a combination of problems.

I do not feel the boarding problems are RCCLs fault. Maybe you think RCCL has control over customs but I do not. How many of us have had different problems at numerous times. I have also seen posts on different cruise line boards about lines snaking around the ship to debark at a port (and experienced it myself a few times). It usually happens in the port which is not the home port. Unfortunately, Oasis is a ship with a lot of people and the problems were magnified big time. It often happens in ports not visited regularly by a larger ship (one of the reasons why some people chose to sail on smaller ships). The fact that OP has admitted this was a very outspoken crowd (and it sounds like many people felt entitled), just exasperated the situation. I know that I often enjoy a reasonable length line to get onto the ship. I love talking to the people around me. It heightens the anticipation.

I do not feel the long lines are RCCLs fault. This seemed to be an unruly crowd and with nothing else to do because of the bad weather, started to come early. This is typical of transatlantics where dinner and the show are the highlights of the day. As others have said this is common on transatlantics.

The bad weather was not RCCLs fault. If fact, it sounds like the captain did a great job avoiding some really bad weather. It is a warm weather ship and I am sure that most people knew this when they booked. They figured they were getting a cheaper price per day on a "ship is the destination" ship. Unfortunately, they found out Oasis is not the best destination in bad weather.

Having been on a transatlantic with a cabin over the theatre, I can confirm that they were using the theatre for rehearsal during the day. Not only did they have to rehearse a new 2.5 hour show, but they also have to rehearse the headliner shows. We too asked for the movies to be shown in the theatre, and while RCCL provided additional showings in the Cinema the theatre was just not available. They did continue the evening shows on the big screen by the pool, but it was way too cold. People who wanted to see the movies got there an hour early. They probably did have additional activities, but the inside venues were not able to handle the number of people who wanted to attend. For example, on our cruise they had a bridge director, something they do not have on a shorter cruise. Lectures in the morning, games in the afternoon. 5 hours a day of extra activity. Unfortunately, there are a limited number of people who they could fit in the room.

IT problems, this doesn't surprise me. That is why many of us are not going to sail with Dynamic Dining.. Unless you are lucky enough to get every meal and show reservation you want ahead of time, some of us anticipate problems.

Therefore, I believe you were well compensated for the problems that RCCL might have been able to avoid. And don't think we will not all pay for the compensation you get in the price of our next cruise. So be careful what you wish for.

It does sound like a pretty miserable cruise. If you feel your compensation is inadequate then it is for you.

Can't say I am too impressed with Royal's attitude these days.

I agree our stateroom attendant and waiters were great! I never saw Drew Devine unless he was at an event or on the morning show. The end of the cruise when things were backed up at customs (not RCs fault) and we were left standing in lines on the ship from 11 am until 1:45pm (another hour in the terminal), RC employees were just standing around and I finally asked, can't you go and get some bottled water for us? She said I can't do that but proceeded not to ask anyone. Here's a picture of the staff not taking initiative or going to ask if they could offer us something.

 

 

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We got fed up of the uncontrolled line on the ship we went to the windjammer for lunch once it was clear it would be another hr or two.

RCI failed to manage the delays they just wanted everyone off the ship.

This is not an unusual situation after TAs our previous RCI one independence was the same, not had the issue with NCL TAs.

From the OP: Since this thread has taken on a life of its own (over 12,000 views and 170 posts in 2 days), I thought it might be helpful if I summarized what has been discussed thus far - just in case you don't want to read all 170 posts. :D

Note: Since this is my summary it is also from my perspective so please feel free to read all of the posts yourself.

Original Post - We received an e-mail from RCI that we would be receiving a 20% credit for a future RCCL cruise. This credit was being given to passengers on the westbound TransAtlantic Oasis of the Seas. I asked people on this forum if that was what they would do if they were trying to encourage an unsatisfied customer to try their product or service again.

Most frequent reply - The most frequent reply related to the title of my post and using the term "Tragedy". While I totally agree with their objection that it was over the top and have apologized for the terminology this still seems to be permeating the thread. However even with full concession to their point, the purpose of any title (see New York Times headlines) is to induce people to read (and respond to) your thread. How many other threads have gotten 12,000 views in just 2 days? So can we put this one to rest? I give.:eek:

The second most frequent response has been that there was nothing really wrong with the cruise except for the weather and other things beyond RCI's control. Most of these posts came from hearsay information and people not on the cruise. IT IS ALSO TOTALLY FALSE. There were lots and lots of problems on this sailing and no one I know who was actually on the cruise has blamed RCI for the weather. The two biggest objections mentioned throughout this thread and on several other threads were the total lack of planning and positive reaction to the problems. When things go wrong that should be your opportunity to show how you care.

Positive reactions to RCI's offer - Many of the posters said they felt that by offering a 20% discount on a future cruise the company was acknowledging their failures and that the offer was fair. They were particularly impressed that the company was making this offer across the board and "on their own". I have no objection to any conclusion someone may reach based on the facts (either that they know or have been presented to them). My only clarification would be that from my understanding the company received numerous negative comments on their post-cruise surveys AND dozens of letters and e-mails regarding the problems encountered on this voyage.

Negative reactions to RCI's offer - Many of the posters who felt that the offer was insufficient felt that RCI had not truly accepted responsibility for their part in the problems that occurred and were still attempting to place the blame on others. While there is no question that RCI cannot control certain factors (like immigration and customs), they can respond with visibility, communication and empathy. They can also learn from the problems encountered. Yet neither Southampton nor Fort Lauderdale were handled any differently from Rotterdam and the same can be said for the lines and overcrowding situations during the cruise.

I would like to refocus this thread on my original question - Is this what you would do if you owned a business a wanted to encourage a dissatisfied customer to retry your product? That was (and is) at the heart of my original post. We could talk ad infinitum about what went wrong or whose fault it was, but I would really like to hear from anyone who has an alternative idea of what they would do in a similar situation. Perhaps someone will come up with a creative solution that others could use. It is not that unusual for things to go wrong. What would you have liked a company to have done when YOU were unhappy with their product or service?

Thank you,

Art

I agree our stateroom attendant and waiters were great! I never saw Drew Devine unless he was at an event or on the morning show. The end of the cruise when things were backed up at customs (not RCs fault) and we were left standing in lines on the ship from 11 am until 1:45pm (another hour in the terminal), RC employees were just standing around and I finally asked, can't you go and get some bottled water for us? She said I can't do that but proceeded not to ask anyone. Here's a picture of the staff not taking initiative or going to ask if they could offer us something.

Great picture, Karen! I don't believe the backup was ONLY the fault of Customs. RC still failed to attempt any control by using the numbers system that they created and has worked well in the past. This was not my first time with RC, nor first TA (westbound and eastbound), nor first time on the Oasis class. I'm glad some people were able to do walk-off, and that the Pinnacles got some concessions at disembarkation. The rest of us were just hung out to dry!

From the OP: Since this thread has taken on a life of its own (over 12,000 views and 170 posts in 2 days), I thought it might be helpful if I summarized what has been discussed thus far - just in case you don't want to read all 170 posts. :D

 

Note: Since this is my summary it is also from my perspective so please feel free to read all of the posts yourself.

 

Original Post - We received an e-mail from RCI that we would be receiving a 20% credit for a future RCCL cruise. This credit was being given to passengers on the westbound TransAtlantic Oasis of the Seas. I asked people on this forum if that was what they would do if they were trying to encourage an unsatisfied customer to try their product or service again.

 

Most frequent reply - The most frequent reply related to the title of my post and using the term "Tragedy". While I totally agree with their objection that it was over the top and have apologized for the terminology this still seems to be permeating the thread. However even with full concession to their point, the purpose of any title (see New York Times headlines) is to induce people to read (and respond to) your thread. How many other threads have gotten 12,000 views in just 2 days? So can we put this one to rest? I give.:eek:

 

The second most frequent response has been that there was nothing really wrong with the cruise except for the weather and other things beyond RCI's control. Most of these posts came from hearsay information and people not on the cruise. IT IS ALSO TOTALLY FALSE. There were lots and lots of problems on this sailing and no one I know who was actually on the cruise has blamed RCI for the weather. The two biggest objections mentioned throughout this thread and on several other threads were the total lack of planning and positive reaction to the problems. When things go wrong that should be your opportunity to show how you care.

 

Positive reactions to RCI's offer - Many of the posters said they felt that by offering a 20% discount on a future cruise the company was acknowledging their failures and that the offer was fair. They were particularly impressed that the company was making this offer across the board and "on their own". I have no objection to any conclusion someone may reach based on the facts (either that they know or have been presented to them). My only clarification would be that from my understanding the company received numerous negative comments on their post-cruise surveys AND dozens of letters and e-mails regarding the problems encountered on this voyage.

 

Negative reactions to RCI's offer - Many of the posters who felt that the offer was insufficient felt that RCI had not truly accepted responsibility for their part in the problems that occurred and were still attempting to place the blame on others. While there is no question that RCI cannot control certain factors (like immigration and customs), they can respond with visibility, communication and empathy. They can also learn from the problems encountered. Yet neither Southampton nor Fort Lauderdale were handled any differently from Rotterdam and the same can be said for the lines and overcrowding situations during the cruise.

 

I would like to refocus this thread on my original question - Is this what you would do if you owned a business a wanted to encourage a dissatisfied customer to retry your product? That was (and is) at the heart of my original post. We could talk ad infinitum about what went wrong or whose fault it was, but I would really like to hear from anyone who has an alternative idea of what they would do in a similar situation. Perhaps someone will come up with a creative solution that others could use. It is not that unusual for things to go wrong. What would you have liked a company to have done when YOU were unhappy with their product or service?

 

Thank you,

Art

Is this what you would do if you owned a business a wanted to encourage a dissatisfied customer to retry your product?

Looking at it from the business perspective. You have three groups after this.

1. Those that will continue to cruise on RCI, even after this experience.

2. Those that are dissatisfied and might cruise with RCI again.

3. Those that are dissatisfied and will not cruise with RCI again.

The first and third groups are pretty much out of consideration except for cost calculations. The market research folks can probably work up a fairly effective number of those in group 2 and what number is likely to go either way based upon the numbers. The numbers will be what is the size of group 2, and the number that yields the best relationship between the number converted from group 2 to group 1 vs the total cost of the offer. Now the real cost of the offer is driven more by the size of group 1 and the expected conversion of group 2 to group 1, then by group 3 and the conversion of group 2 to group 3 (that is because those will never use the offer and as such will not generate cost).

Since they have access to all of the historical data, including complaint rates, one can assume that they consider that the offer will salvage those that are salvageable, and that a larger offer will increase costs, but not yield an appreciable change in the number that will return.

The primary difference with the amount offered on the quantum, is the PR (with Quantum being their new high tech ship and a lot of the high tech not working) and the specific failure of specific features.

Based on this I would say yes this fits the model for a company that deals with a very large population, with a relatively high number of new clients, and with a high percentage of the impacted passengers that already have a vested interest to return (frequent passengers).

The bottom line is while they would like you back, they aren't going to go beyond what their financial models say your relative value is to get you back. For a company this size it all comes done to numbers.

There is s 4th group those of us that cruise any lines and just set our value point lower for future RCI cruises.

Will still cruise just spend less.

There is s 4th group those of us that cruise any lines and just set our value point lower for future RCI cruises.

 

Will still cruise just spend less.

If you cruise RCI in the future you would still be in group one. Reasoning for when and why is pretty much not part of the equation. If you base it upon value, will then you are in the group most likely to positively respond to the offer. Since they are handing you a future discount to try again and potentially get you to upgrade your point value.

No where did I say all the higher status people or all the older crowd. I'm higher status so that wouldn't make sense. I think you need to reread before you make comments. I would expect better of you. :rolleyes:

My issue was the rude passengers. In all my cruises with RCL I've never experienced so many "elitist and entitled" cruisers who loved to yell at officers and point at their loyalty tier pins. This was my first TA and everyone warned me about the older crowds. Having now experienced it I completely understand why the crew were so stressed out. When you have thousands of bitter people sailings all your going to get is complaints.

I think the issue is passengers attitudes. Some people complain far too much in life. Instead of killing people with kindness they blast people with elite attitude.

That is certainly the impression I got from the above 2 paragraphs from your earlier post. Yes, your higher status is evident from your list of past cruises. Perhaps you are higher status than I - don't know, don't care - but that could have made a difference in your access to higher management. Or perhaps you were in a suite - again, don't know, don't care. You obviously did not have the same experience we did, and I'm happy for you! I was even refused a call from the concierge!

My opinions are just as valid and valuable as yours! We are not new to RC and have many past cruise experiences to compare this one with. We did not have anywhere close to the treatment we have experienced on past RC cruises. I saw this cruise first-hand, as you did. My experience was not the same as yours! And it was NOT because of "elite attitude" on my part. It was because of the non-caring attitude of upper management and officers. And I am certainly not the only guest who had this feeling.