Disappointed by Service on Celebrity Summit

[Caribbean Beach Bum]

We just went on our first Celebrity cruise and sailed on the Summit out of San Juan to the Eastern/Southern Caribbean. Let me start by saying we had a great time on the cruise. It's a beautiful ship. We experienced excellent service from our cabin steward and our waiters in the MDR. However, with 1 or 2 exceptions, I was really disappointed and surprised by the mediocre service in the bars and lounges. Maybe we were spoiled by the excellent service we have experienced in our previous cruises. We have sailed several times on Royal Caribbean's Serenade of the Seas and last year sailed on the Ruby Princess. On the Summit, several venues such as Michael's Club, Cafe al Bacio, and Revelations were way understaffed. We sometimes waited for over 30 min before a waiter would take our order. While watching the piano player at night, there was only 1 bartender and 1 waitress trying to take care of the whole room. While playing trivia in Michael's Club and Revelations, no one came over to take our order the entire time.

 

More concerning was the unfriendly and "I don't give a crap" attitude we experienced at the Mast and Poolside bars and in the Rendezvous Lounge. I know these guys are overworked and underpaid. The sense I got was that they really didn't like their jobs. They seemed really burned out. Things must be so bad that they can't even fake a smile. One afternoon, we stayed on board when we were in port and I stopped by an empty Mast Bar to get a drink. The bartender tells me no problem, go find a seat and he'll bring it out to me. I thought that was really nice. Unfortunately, 15 min later, he finally has his colleague bring it out. There were no other customers at the bar. I'm not sure what he was doing but obviously, customer service was not his priority.

 

I've spent hours trying to understand what the problem was and I'm hoping others here can shed some light. I have 3 theories. One is that this is the norm and I didn't realize how great the service really was on the Serenade and Ruby. Second, since the Summit is one of Celebrity's older ships, are the better employees being moved to the Solstice category ships, and the less impressive are being left behind and are now becoming bitter? Similarily, because it's not one of their premier ships, maybe it is a newer/greener crew and Celebrity hasn't had a chance to sift out who is a keeper and who should be shown the door.

 

The third theory is that this is being influenced by the proliferation of the drink packages which my wife and I did purchase. Previously, when I would order a drink, the waiter would bring a slip and I could add another $1 to the 15% tip that was already on there. With the drink package, there was no slip of paper, so no extra tip, and now no incentive to provide top service. Even more paranoid and sinister thinking-without drink packages, the more alcohol that is served, the more money Celebrity makes. With drink packages, it's the complete opposite. They have already collected the money. The less alcohol that is ordered, and the slower the bartenders and waiters are in pouring and bringing drinks, the more Celebrity makes. The guys who run the cruise lines are pretty smart and I'm sure much thought has been put into this. I wonder if the message is filtering down to the crewmembers working the bars and lounges.

 

Unfortunately, despite all the positives about the ship, I doubt I will sail on the Summit again but would certainly give one of the S-class ship a try some day especially with the right itinerary.

[goodycruising]

Glad you had a good trip in other respects, but that does sound like a bad atmosphere. Did you mention to anyone on board about the slow service. We don't generally, but we did in the dining room one time on Radiance and the next evening was better.

 

I know the drink package issue has been a bit done to death on the boards, but do you feel like you got good value for the package? We are not big daytime drinkers, and don't go for the wine that much either, so we can't make it add up for us.

 

We do feel though that giving $1 either on the slip, or as some have said just a $1 note seems to help with the interest from drink wait staff. If you used to write the $1 extra on the slip maybe taking a few $1 with might be worth a try?

[sergeant655]

I found the same on Infinity. In the Lounges the waiters would stand around and talk to each other. In the theatre they served deck 4 before deck 5. In the oceanview 2 bars were fighting for sales. ( working the same area). 14 Days ago the Service was reduced a bit as the ship went in to code red which has yet to be lifted.. Was supposed to be lifted on March 25 but they decided not to. Hardly any servers in the Oceanview at lunch and dinner. Reduced in theatre as well. On formal nights there were 2 crew members that would stand in the asles on deck 4 and appear to do nothing. I will not Return to Celebrity again.

[Lady Arwen]

We've been on Summit twice in 2013 and found the service to be top notch! We had the drink package and yet never experienced slow or indifferent service anywhere on the ship. I'm so surprized that you report otherwise. Unless there was a major staff change-up since we were aboard, then I just don't get it.

 

We actually became friends with some of the crew on our first cruise and they remembered us when we went back 6 months later. They bent over backwards to make us feel at home and always, always with a smile. We love the crew/staff on Summit!

[Big Chief]

We, too, found bar service to be somewhat lacking. Sailed in February aboard the Equinox and actually "gave up" on the Ensemble lounge due to poor service. In addition, for the first time ever, we had to "run down" a server in the theater; on prior cruises we were asked many times by different servers if we wished a drink. We thought it was our imagination, but one night I counted only two servers in the entire theater. I'm starting to believe that the predominance of drink packages is at least partly responsible. And lately I've been reading on other postings about "cutbacks"; hope it's not true as I've already booked 14 days in Feb 15.

[monicajay]

On our Summit trip the first week of March, it was sometimes long to get a drink. This was because the bars were busy and the bartenders were making lots of drinks not because they were slow or indifferent.

 

At the Martini bar they were still friendly, laughing and chatty while they worked and would make eye contact and let you know that they knew you were waiting. At the Sunset Bar, a bit of patience was required but eventually you would get served. At the pool bar, you could stand there for a long time and it would get a bit frustrating as they made no eye contact and didn't always serve people in the order they had arrived at the bar.

 

The bars were busy enough though that there would not have been room to put another bartender back there.

 

We decided it was definitely because of the beverage packages and people were drinking more and choosing fancier drinks than they might have otherwise.

 

The only solution we could find would be to have a mini bar (cart style) set up that could serve just beer, water, and soda from cans and bottles. This would have fewer people waiting at the bar for something simple.

 

Despite the waits, we still got plenty to drink and enjoyed our cruise. We will be traveling again on the Summit.

[Happy Cruiser 6143]

Previously, when I would order a drink, the waiter would bring a slip and I could add another $1 to the 15% tip that was already on there. With the drink package, there was no slip of paper, so no extra tip, and now no incentive to provide top service.

 

Try carrying some ones around with you and distributing them appropriately. I think you'll find that the service improves.

[Purplsmurf]

We were on the Summit and found the bar service great!! I remember not even being finished with one drink and I was asked if I wanted another!! We spent our evenings at the martini bar. Service was fabulous there as well!

[6502programmer]

We do feel though that giving $1 either on the slip, or as some have said just a $1 note seems to help with the interest from drink wait staff. If you used to write the $1 extra on the slip maybe taking a few $1 with might be worth a try?

 

 

I always take a roll of dollar coins and as many two dollar bills as i can lay hands on. My ritual before leaving the cabin is to grab my sea pass, my phone, my pedometer, and a few coins and bills for tips.

 

 

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[galavant3]

We were on the Summit in August and found the service to be outstanding. It was our first cruise on Celebrity but about our 15th on 6 different lines.

 

Perhaps the demographic on your cruise put a "greater than usual" strain on the staff. We had no trouble getting service in any venue.

 

We'll be back on the Summit in October so we'll see how it is then.

 

I think the advice to carry ones is a good one and we'll do that in October.

[wwcruisers]

Previously, when I would order a drink, the waiter would bring a slip and I could add another $1 to the 15% tip that was already on there. With the drink package, there was no slip of paper, so no extra tip, and now no incentive to provide top service.

 

Try carrying some ones around with you and distributing them appropriately. I think you'll find that the service improves.

 

Very true! We used to try to add tips to the charge slip, but found that sometimes they did not go through, when we checked our on-board accounts. So now, we just bring a lot of singles with us, and grab a few out of the safe, whenever we go out.

BTW -- I love the little leatherette card-holders you get when you stay in a suite. they have two pockets -- one for your card, and the other is perfect for a few folded bills. They also provide protection (well a little) from the card-killing magnets that seem to be in the clasp of every purse I own! ;)

[Cruising89143]

On our last cruise if we were sitting directly at the bar we would ask the bartender to print a receipt when they swiped our SeaPass. We would add a gratuity to that. Sometimes we tipped in cash. Never had an issue with service other than the sunset bar where the bartenders were just bad period.

[4774Papa]

The only bars we use (other than elite happy hour) are the Martini Bar and Oceaview cafe. We have sailed on Infinity and Constellation within the past 7 months and had no problems with service.

While in the theater, waiting for the show to start, someone from the waitstaff always asks us more than once if we want to order a drink (we always sit on 5th floor).

 

Perhaps the reason we don't notice a decline is bar service is that we don't imbibe until the 5PM happy hour. It could be that staffing is just less for mid day and early afternoon?

[bjinouno]

I always take a roll of dollar coins and as many two dollar bills as i can lay hands on. My ritual before leaving the cabin is to grab my sea pass, my phone, my pedometer, and a few coins and bills for tips.

 

 

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We used to always do the 2$ bill, until we found out, the staff couldn't use them in their soda/snack machines on the ship, and could not always get it exchanged, So now with the good ole dollar bills...

[awhfy]

Only place we had issues with drinks on equinox was in the casino, one overworked (but very pleasant) bartender & seldom a server. DH had to ask pit boss when he wanted a drink...never had that before. We had drink package & DH is generous with tips.

 

 

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[ORV]

I'm wondering if anyone ever had slow service before the drink packages came along? I believe some folks might be finding cause & effect where it doesn't exist. If anything the drink package speeds service up by removing a couple steps out of it.

 

Sometimes they're just busy and it takes a while to get your order.

 

I can't believe there is a conspiracy from the top down to slow down /give bad service to keep the drink consumption down. Really? That would be a really, really, bad idea. :rolleyes:

[If only]

Just off the Eclipse today, had upgraded to the premium drink package & service was excellent. Never had a problem getting any type of drink.

[cynbar]

I'm wondering if anyone ever had slow service before the drink packages came along? I believe some folks might be finding cause & effect where it doesn't exist. If anything the drink package speeds service up by removing a couple steps out of it.

 

Sometimes they're just busy and it takes a while to get your order.

 

I can't believe there is a conspiracy from the top down to slow down /give bad service to keep the drink consumption down. Really? That would be a really, really, bad idea. :rolleyes:

 

Cruise ships always seemed to have too many bar servers. It was almost funny, and frankly could be a little annoying ---- by the pool, in the theater, wherever, you were constantly asked if you wanted a drink. Then, at least one of the cruise lines went to a system where there was an indicator on your deck chair, to turn one way if you were ready for a drink. Sounds as if Celebrity has gone in the opposite direction. We have had beverage packages on our last 2 cruises and did not feel bar service was lacking, hope we say the same after our Reflection cruise in May.

[Caribbean Beach Bum]

Thanks for all the feedback. In retrospect, bringing a roll of singles would have been a good idea. The indifferent service was mostly confined to the pool bars and the Rendezvous Lounge. We didn't spend much time at the Martini Bar as there weren't many options for my wife who had the classic package, so I can't comment on it. The other bars/lounges simply seemed understaffed, even in the evening hours. I should also clarify that the rest of the service on board the ship was excellent and overall we had a great time. The issues I found with service were frustrating but certainly didn't ruin our cruise.

 

It's a separate subject, but buying the drink package certainly wasn't the best move financially. It's the first time I have done this. I like to drink while on the ship and I'm sure there were a couple days that I got my money's worth, especially on sea days or the day we stayed on the ship while in St Marten. However, there were other days where I took it easy and almost felt obligated to have another since I had already paid for it. It will be pay as you go next time.

[forceten]

Reading through this thread , except for one person, the common theme seems to be those that sailed in 2013 said they had no problems at all.

 

The ones that seemed to notice the difference had sailed in 2014 - Feb and march. So maybe it was good last year and this year declined due to some staff changes on the ships. Maybe X is trying to see if they can get by with less staff and saving some money that way rather than raise the cost of the cruise.

[ghstudio]

I am always amazed at the difference in the atmosphere on the ship based on the officers in charge. The crew picks up the vibes...if you have a captain that wanders around and talks with everyone (we've had a couple), the crew is upbeat, friendly, what you have come to expect. However there are some ships where the officers hide...and that's a clue. Our experience has been that if you don't see the officers wandering around, there is a very different atmosphere.

 

Of course a tip here and there really makes a big difference...so the idea of $1 coins or bills is a great one. Yes, if you give the bartender $5-10 early in the trip, they really do remember you...etc.

 

We actually have been tipping more and more...because we find that it does change the atmosphere for us. No, not alot...just a $1 or $5/10 here and there.

No, you shouldn't have to do it...but these folks really don't get paid well and if it's an extra $50 on the top of the price of the cruise, we've booked aqua, so I guess it's not exactly a financial strain on us.

[New Hampshire]

We returned from our cruise on the Summit on March 29, our first cruise with a drink package. The pool bar was always busy with people and there were waits, but not because the bartenders weren't trying. One of them never seemed to smile and was our least favorite on the cruise. The bar waiters that walked around the pool area were great. They were circulating constantly. We ordered most of our daytime drinks from them. We had no problems at the bar on the back of the deck outside the Oceanview, and the Martini Bar guys were great. We did not order drinks in the theater or Revelations and didn't spend any time in the Rendezvous Lounge or Michael's Club. The sommelier was wonderful at dinner, wine glasses were kept full.

[JEDIKNIGHT]

Real simple…

 

We’ll spend less money on booze on this upcoming X cruise. (Booze and Cruise rhymes but I’m no poet).

 

If X wants less alcohol purchased onboard, message received loud and clear and not a problem.

 

Save the money and buy some nice drinks here at home.

[wwcruisers]

I am always amazed at the difference in the atmosphere on the ship based on the officers in charge. The crew picks up the vibes...if you have a captain that wanders around and talks with everyone (we've had a couple), the crew is upbeat, friendly, what you have come to expect. However there are some ships where the officers hide...and that's a clue. Our experience has been that if you don't see the officers wandering around, there is a very different atmosphere.

 

Very true!! And, I also agree with your point that a nice tip early on in the cruise goes a long way toward ensuring good service throughout! :cool:

[demodawn]

I agree with the bar staff on the summit. We would rank it the lowest of over 16 cruises. It was hard to get a drink and sometimes we left and went somewhere else. We were with good friends so we made the cruise great. I think in the theater there was only one or two waiters . It was our normal waitress from Michaels for the elite so she did ask us but we saw her all over the theater.