Posted February 22nd, 2018, 01:18 AM
Last edited by mahdnc; February 22nd, 2018 at 01:47 AM
"SOMEONE CALL SECURITY! OUR CABIN FURNITURE HAS BEEN STOLEN!! (A tale of exceptional customer service)
As I keep saying, this was the 4th time that we had been in a Solstice
Class Family Veranda (FV) cabin. The prior 3 times were aboard Eclipse. We love it for the enormous amount of space that it gives my family of 4 (618 sq ft interior + 112 sq ft balcony for the ones on Deck 8). It has two separate bedrooms as well as a very large living area (just one standard bathroom though). Now that our kids are fully grown, being able to spend extended time together as a family in one cabin is something that my wife and I truly treasure. I like to joke to others that we have our kids trapped on board with us as we hardly see them any other way! As a result, our cruising profile is very different from most people on Cruise Critic (I think). We spend a great deal of our waking time in the cabin during a cruise when we are on board the ship. There is enough space that we each can do our own thing or we can do things together. We seem to only emerge from our lair for food. And Elite Happy Hour. Well, and maybe the casino.
A very spacious living area. The master bedroom is behind the closed door. Aboard Eclipse, there is a dining room table with chairs put in the area near the window. As each newer Solstice class ship was built, the FV cabins received more furniture. Silhouette and I believe Reflection have an additional full length desk against the wall with the window that is not in the Eclipse FV that we are so familiar with.
Ok, having said all of the above, when we arrived in our FV aboard the Solstice
, we were very disappointed to see that a lot of the furniture that we had in our prior FV cabins was missing. No dining room table and chairs to eat breakfast, etc. No chest of drawers by the balcony door. The closet was missing a side dresser in the master bedroom. My wife--who is very tolerant--was not happy with the lack of furniture. It impacted our ability to put away all our clothing and stuff like our scuba diving gear. We mentioned it to our room steward, Charles. By the time we came back from dinner he had put in a circular dining room table in our cabin. It wasn't the exact table we were expecting, but it would do just fine. It was obvious that he scrounged it up from somewhere. I was impressed with his effort.
The master bedroom is ridiculously huge. The FV cabin comes with two windows that look out over the front of the ship. One window is in the bedroom while the other window is in the living area. In our Eclipse FV cabin, there is a shorter wooden dresser installed in the empty space between the tall closet and the wall. Besides providing a nice table top surface to put our things on, there were shelves below to store our folded clothes.
But we were still missing a lot of furniture to store our things. So we went down to Guest Relations to acknowledge the great work that Charles did, but to tell them that we were still lacking other furniture. The Guest Relations Officer that we talked to was Fabio. A very nice man. If he was thinking "oh geeze, missing furniture? Why do I have to deal with this?
" he concealed it very well as he was very attentive and concerned for us. He asked to accompany us back to our cabin to see what we were talking about. We showed him our cabin. I then whipped out my trusty iPhone X and showed him the furniture that we had in our Eclipse FV that was missing.
In addition to having two windows looking out over the bow, this FV cabin has a large balcony on the side of the ship.
He treated it as if this was the most important problem on the entire ship. He gave us his business card and promised to look into it and to keep us up to date. Soon the Assistant Housekeeper visited our cabin and we received follow up calls for the next couple of days. I told my wife that they must be making the furniture. Again, even though no furniture had arrived, the excellent communication that we received still made us feel that it was a high priority problem and that we were not being ignored (and we knew darn well that there are much more important problems than this on the ship).
Our son loved laying on that couch day and night mainly because of the television on the wall to the right of the photo. His favorite activity was ordering room service--spaghetti bolognese was his fave.
And then it hit me. I pulled out my trusty iPhone X , did a google search and I looked at some photos for the FV cabins aboard Solstice/Equinox. It looks like most of the "missing" furniture that we had in our Eclipse FV was never on the Solstice
FVs. Oops--we have the whole ship running around trying to solve a problem that technically didn't exist except for the fact that we complained. The next day two small cabinets with tiny drawers were brought up to our stateroom. There was a checkerboard on top of each piece of furniture. I got the distinct feeling that the crew was missing some furniture in their living quarters.
Our daughter slept in this room and since her younger brother like sleeping on the living room couch, she had it all to herself.
We later talked to the Chief Housekeeper at one of the Elite Happy Hour functions. I thanked him for the great effort that his staff went through to take care of our concerns. And yes, this was mentioned (along with names) in our post-cruise customer survey that I filled out. And we at the end of the cruise, we thanked Charles and gave him some extra cash on top of the gratuity that he would later receive.