Empress of the Seas was NOT ready to sail

I realize the maiden voyage of a cruise (or the first cruise after an extended refurbishment) will have some "shake out" issues. When I boarded on May 28th, I fully expected this... and was prepared to be patient.

However, I've been very disappointed.. the issues are much greater than I could possibly anticipate. The Management/QA team that authorized a May 28th sail date deserves severe admonishment by RCCL Executives. This truly has tarnished the fine RCCL reputation in the eyes of its passengers.

First, the good:

1) New and tasteful carpeting throughout. Fresh paint in most places (sloppily applied in a few locations). Fresh shower curtain in my cabin. Not wowed, but satisfied by the aesthetics of the ship.

2) Entertainment is been very good to excellent. Truly the highlight of the cruise.

3) The staff (see more at the end).

Now, the bad:

1) Plumbing problems abound on the ship. Several bathrooms have flooded. Both ladies restrooms near the Royal Theatre were flooded (by clean water apparently). Rooms on the 3rd floor had dirty water come up through their shower. Guests were irate. Table mates with a high cabin toward the rear of the ship have stated that they have a sewage smell emanating from their shower drain.

2) Seems like all IT on the ship is either broken or running slow. On many occasions, the bartender's registers are NOT working and they're handwriting most tickets. Web services are slow or not working. During my waits in the Customer Service line, those around me were repeatedly asking for refunds for a non-working service. There is NO capability to review your bill on your room's TV (which has been customary on every ship I've ever sailed on). I can only imagine the line at the customer service desk during the last night.

3) Lines are LONG everywhere... Bars, restaurants and customer service desk (this one makes sense). Members of the crew stated that they sailed without a full contingent of staff (lacking key service positions in the kitchen and bartending staff)... they said the on-again, off-again sail date made it hard for the crew to make international travel plans in time for the 1st sail date. (The last part is hearsay from the crew, which I have no ability to corroborate.)

4) AC not working in parts of the ship. The casino is a sauna at night. When the gift shop closes, the casino hosts props open the door to the outside to create a humid breeze through the room. It ain't perfect, but it helps. But the worse insult (to me) was my cabin AC did not work the first day and a half.... we tried to sleep with our cabin door open, because it was 85 degrees in our room. :eek: Repeated calls and visits to the customer service desk did little.... What frustrated me most is they would tell me that Engineering would arrive within 15 minutes (or 30 minutes on a 2nd occasion)... I waited and waited (over 90 minutes), NO ONE. :mad: When I contacted them back, they apologized profusely... but please don't PROMISE me something if you can't deliver. (BTW... Changing cabins was NOT an option, because the cruise was 100% full).

There are others lesser issues... but I'm done venting. I'm going to try to enjoy the rest of the cruise.

Last item, I mentioned the staff in #3 on the "good side". I want to truly compliment the demeanor of the staff during this difficult cruise. They're privately very frustrated by all the snafus. They know it will likely be reflected in their total gratuity take... but despite the grumpy passengers, they're working their butts off. Service has been slow, but for most staff members this is a "new" ship to them. I fully understand that they might not know where the ketchup or extra napkins are located at first ... but they seem to be acclimating very quickly. The first night dinner took 2.5 hours. :mad: The 2nd night dinner took right at 2 hours. :( Last night was only 1.5 hours long. :)

If it wasn't for the quality of entertainment and demeanor of the staff, this cruise would have been a total disaster.

I realize the maiden voyage of a cruise (or the first cruise after an extended refurbishment) will have some "shake out" issues. When I boarded on May 28th, I fully expected this... and was prepared to be patient.

 

However, I've been very disappointed.. the issues are much greater than I could possibly anticipate. The Management/QA team that authorized a May 28th sail date deserves severe admonishment by RCCL Executives. This truly has tarnished the fine RCCL reputation in the eyes of its passengers.

 

First, the good:

 

1) New and tasteful carpeting throughout. Fresh paint in most places (sloppily applied in a few locations). Fresh shower curtain in my cabin. Not wowed, but satisfied by the aesthetics of the ship.

 

2) Entertainment is been very good to excellent. Truly the highlight of the cruise.

 

3) The staff (see more at the end).

 

 

Now, the bad:

 

1) Plumbing problems abound on the ship. Several bathrooms have flooded. Both ladies restrooms near the Royal Theatre were flooded (by clean water apparently). Rooms on the 3rd floor had dirty water come up through their shower. Guests were irate. Table mates with a high cabin toward the rear of the ship have stated that they have a sewage smell emanating from their shower drain.

 

2) Seems like all IT on the ship is either broken or running slow. On many occasions, the bartender's registers are NOT working and they're handwriting most tickets. Web services are slow or not working. During my waits in the Customer Service line, those around me were repeatedly asking for refunds for a non-working service. There is NO capability to review your bill on your room's TV (which has been customary on every ship I've ever sailed on). I can only imagine the line at the customer service desk during the last night.

 

3) Lines are LONG everywhere... Bars, restaurants and customer service desk (this one makes sense). Members of the crew stated that they sailed without a full contingent of staff (lacking key service positions in the kitchen and bartending staff)... they said the on-again, off-again sail date made it hard for the crew to make international travel plans in time for the 1st sail date. (The last part is hearsay from the crew, which I have no ability to corroborate.)

 

4) AC not working in parts of the ship. The casino is a sauna at night. When the gift shop closes, the casino hosts props open the door to the outside to create a humid breeze through the room. It ain't perfect, but it helps. But the worse insult (to me) was my cabin AC did not work the first day and a half.... we tried to sleep with our cabin door open, because it was 85 degrees in our room. :eek: Repeated calls and visits to the customer service desk did little.... What frustrated me most is they would tell me that Engineering would arrive within 15 minutes (or 30 minutes on a 2nd occasion)... I waited and waited (over 90 minutes), NO ONE. :mad: When I contacted them back, they apologized profusely... but please don't PROMISE me something if you can't deliver. (BTW... Changing cabins was NOT an option, because the cruise was 100% full).

 

There are others lesser issues... but I'm done venting. I'm going to try to enjoy the rest of the cruise.

 

Last item, I mentioned the staff in #3 on the "good side". I want to truly compliment the demeanor of the staff during this difficult cruise. They're privately very frustrated by all the snafus. They know it will likely be reflected in their total gratuity take... but despite the grumpy passengers, they're working their butts off. Service has been slow, but for most staff members this is a "new" ship to them. I fully understand that they might not know where the ketchup or extra napkins are located at first ... but they seem to be acclimating very quickly. The first night dinner took 2.5 hours. :mad: The 2nd night dinner took right at 2 hours. :( Last night was only 1.5 hours long. :)

 

If it wasn't for the quality of entertainment and demeanor of the staff, this cruise would have been a total disaster.

So sorry you have had such a bad experience. We are on the same cruise and while our room was "slightly" warm the first night we have not experienced any of the issues you mention.

I will have to totally agree with you on the entertainment. May be the best I have experienced on any of our 10 cruises!

Fortunately, we didn't encounter the A/C issues but I know of many who has :(

I also found it strange there is no ice cream available on board; overheard a conversation from one of the crew that new equipment was ordered but was not working with the archaic i

...archaic infrastructure...the staff are really nice though, half came with the ship from Pullamantor.

I am so sorry, you pay all that money and then wait for your cruise to come only to experience that. I am truly sorry, I know I would be upset too. Are they giving you guys future cruise credit?

2) Seems like all IT on the ship is either broken or running slow. On many occasions, the bartender's registers are NOT working and they're handwriting most tickets. Web services are slow or not working. During my waits in the Customer Service line, those around me were repeatedly asking for refunds for a non-working service. There is NO capability to review your bill on your room's TV (which has been customary on every ship I've ever sailed on). I can only imagine the line at the customer service desk during the last night.

.

I hear what you are saying, and am sorry for what you are experiencing. (And in retrospect, I am glad that I spent last week on the Enchantment and not on the Empress! :eek:)

But the interactive TV is NOT a "not ready" problem.

RC didn't start putting interactive TV functions on ships until the Radiance class.

Sovereign class, Vision class, and Empress of course, do not have them.

Things are starting to settle down (no new dissapointments and the crew's stotic efforts are noticed by me)...

For casino fans...

1) The split-level casino has a unique and appealling aesthetic appeal.

1) There is NO poker. No live games, no electronic games.... not even video poker. The do have the table game Ultimate Texas Hold 'Em.

2) There are NO slot tournaments (which I expect will disappointment many).

3) They do have a 2pm Black Jack tournament ($20 entry) during the sea days. On both days thay managed to draw enough interest for 5 qualifying rounds and they played 3 places (approx payouts where ~$200 for 1st, ~$125 for 2nd, and ~$85 for 3rd.

Just a quick update for Casino Royale members...

I'm a "entry tier" Casino Royale member, I qualified on my last cruise... and while I can be counted on for $25 per hand table play for the typical 3+ hrs/day... I am not a true high roller.

I want to add that the Casino Host was quick to recognize my status, and they placed a Casino VIP sticker on my Sea Pass card which entitled me FREE drinks at the Casino Bar and while playing during the entire cruise. (No coupon book necessary). While the Casino Bar was overwhelmed at times, they we're very friendly and tried hard to please everybody.

I am so sorry, you pay all that money and then wait for your cruise to come only to experience that. I am truly sorry, I know I would be upset too. Are they giving you guys future cruise credit?

After the 1st night of no A/C, I was at the Customer Service Desk and made an emotional request that if my A/C wasn't fixed, I wanted to flown home from Grand Cayman (on RCCL's expense) and have my cruise refunded. While they didn't say NO, I doubt they would have satisfied that request.

The next afternoon my A/C was satisfactorily fixed (not ice cold, but not hot/warm either). When I went back to the Customer Service Desk, I asked if they would offer a credit for my problems. The CS agent without checking with a manager offered a 15% credit (based on the price I paid) for a future trip.

The idea of a future cruise credit was acceptable, but I asked for 1/5 (or 20%) since my room was imbearable for ONE night/day (out of 5-night trip). They quickly accepted.

Others might have asked for (and gotten) more, but I try to keep expectations and requests reasonable.

Things are starting to settle down (no new dissapointments and the crew's stotic efforts are noticed by me)...

 

For casino fans...

 

1) The split-level casino has a unique and appealling aesthetic appeal.

 

1) There is NO poker. No live games, no electronic games.... not even video poker. The do have the table game Ultimate Texas Hold 'Em.

 

2) There are NO slot tournaments (which I expect will disappointment many).

 

3) They do have a 2pm Black Jack tournament ($20 entry) during the sea days. On both days thay managed to draw enough interest for 5 qualifying rounds and they played 3 places (approx payouts where ~$200 for 1st, ~$125 for 2nd, and ~$85 for 3rd.

 

Just a quick update for Casino Royale members...

 

I'm a "entry tier" Casino Royale member, I qualified on my last cruise... and while I can be counted on for $25 per hand table play for the typical 3+ hrs/day... I am not a true high roller.

 

I want to add that the Casino Host was quick to recognize my status, and they placed a Casino VIP sticker on my Sea Pass card which entitled me FREE drinks at the Casino Bar and while playing during the entire cruise. (No coupon book necessary). While the Casino Bar was overwhelmed at times, they we're very friendly and tried hard to please everybody.

The casino = the high point. LOL

I am glad that THAT is running well. ENJOY your free drinks! Cheers! ;)

After the 1st night of no A/C, I was at the Customer Service Desk and made an emotional request that if my A/C wasn't fixed, I wanted to flown home from Grand Cayman (on RCCL's expense) and have my cruise refunded. While they didn't say NO, I doubt they would have satisfied that request.

 

The next afternoon my A/C was satisfactorily fixed (not ice cold, but not hot/warm either). When I went back to the Customer Service Desk, I asked if they would offer a credit for my problems. The CS agent without checking with a manager offered a 15% credit (based on the price I paid) for a future trip.

 

The idea of a future cruise credit was acceptable, but I asked for 1/5 (or 20%) since my room was imbearable for ONE night/day (out of 5-night trip). They quickly accepted.

 

Others might have asked for (and gotten) more, but I try to keep expectations and requests reasonable.

Nice to have hear that you have a good attitude about the whole thing. Thanks for your reports.

Things are starting to settle down (no new dissapointments and the crew's stotic efforts are noticed by me)...

 

For casino fans...

 

1) The split-level casino has a unique and appealling aesthetic appeal.

 

1) There is NO poker. No live games, no electronic games.... not even video poker. The do have the table game Ultimate Texas Hold 'Em.

 

2) There are NO slot tournaments (which I expect will disappointment many).

 

3) They do have a 2pm Black Jack tournament ($20 entry) during the sea days. On both days thay managed to draw enough interest for 5 qualifying rounds and they played 3 places (approx payouts where ~$200 for 1st, ~$125 for 2nd, and ~$85 for 3rd.

 

Just a quick update for Casino Royale members...

 

I'm a "entry tier" Casino Royale member, I qualified on my last cruise... and while I can be counted on for $25 per hand table play for the typical 3+ hrs/day... I am not a true high roller.

 

I want to add that the Casino Host was quick to recognize my status, and they placed a Casino VIP sticker on my Sea Pass card which entitled me FREE drinks at the Casino Bar and while playing during the entire cruise. (No coupon book necessary). While the Casino Bar was overwhelmed at times, they we're very friendly and tried hard to please everybody.

Thank you VERY much for the casino information. Sorry to hear that there is no poker....but glad they have UTH.

Thank you for your post!

We are watching Empress reviews as that's our next sailing. We initially booked it based on timing with no children for the week and wanting to try a smaller more intimate ship.

We were assuming, while small, we would still be on a "Royal" class ship, of which we have certain expectations of product and service.

Sewage, HVAC and lack of food issues? That's not the royal we all know! Hmm, hopefully these reviews improve lol!

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Can you post pictures of the MDR menus? Thank you!

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Can you post pictures of the MDR menus? Thank you!

See this thread towards the end:

http://boards.cruisecritic.com/showthread.php?t=2360989

Folks, and I said this in another thread.

These are the break-in cruises before heading to Cuba. So, I guess some of you might be the guinea pigs. :D

Folks, and I said this in another thread.

 

These are the break-in cruises before heading to Cuba. So, I guess some of you might be the guinea pigs. :D

It's all well and good to say that as a "general thing", Lou, but she was SUPPOSED to sail at the end of March. They have had two extra months. SOME of these things should have been resolved a long time ago.

I thought I saw on the web site that there were only 4 bars on board. Is that true?

It's all well and good to say that as a "general thing", Lou, but she was SUPPOSED to sail at the end of March. They have had two extra months. SOME of these things should have been resolved a long time ago.

Thank you!

I thought I saw on the web site that there were only 4 bars on board. Is that true?

The website says 5 Bars & Lounges.

Boleros.

Viking Crown.

Schooner.

Pool.

Casino.

I along with about 20 friends board Empress tomorrow. Here's hoping cruise number one worked out most of the kinks.

I along with about 20 friends board Empress tomorrow. Here's hoping cruise number one worked out most of the kinks.

Shawn, I hereby charge you with the duty to begin and post vigorously to your own LIVE from the EMPRESS thread.

:)

The website says 5 Bars & Lounges.

 

Boleros.

Viking Crown.

Schooner.

Pool.

Casino.

Would that be an aft facing Viking Crown?

Would that be an aft facing Viking Crown?

It is indeed.

It is indeed.

That's pretty interesting. At first, I couldn't see it but I looked a little closer after your post and low and behold there it was. I think that would be a better view than the forward facing.

That's pretty interesting. At first, I couldn't see it but I looked a little closer after your post and low and behold there it was. I think that would be a better view than the forward facing.

What's odd is that the Viking Crown Lounge is a split-level structure. The top portion is the work out room with weight machines, treadmills and such. Kind of kills the ambiance during a mid-day cocktail.

Also, having just left the cruise... I can say that the service improved daily as the crew attempted to find their stride. A/C never got better, though.