Serenade of the Seas - 300+ staterooms cancelled

[Paulette3028]

Just off of the Serenade. Not a great cruise. Of course there was the 5 hour standing in line to board. I heard 1300 passengers either kicked off or chose to leave on their own. 417 staterooms had to be vacated. Some people stood in line for 4 hours or more before they were told they couldn't board. Royal Caribbean couldn't have handled it any worse. They were very slow to communicate. Unforeseen things happen which most people understand but Royal just mishandled the entire process. That is what upset so many. It was a total failure.

 

Once onboard it wasn't much better. Very little to do. The food was OK but there was little variety. Obviously they are pushing people toward the special restaurants. No place to get food after midnight. No place to get coffee, tea, etc before 5:00 AM. Park Cafe was very hit and miss if they had anything available or not. Couldn't get into the casino when closed. Usually they leave the machines on and you can still play but not on this ship. They tried to convince us canned milk was half and half. The coffee wasn't too good and the canned milk made it worse. Deck 5 starboard for smoking was also not great. Parts of 2 days they had all of the chairs put up so nowhere to sit.

 

The service desk was also hit or miss. One rep told me we were getting a 100% refund of our cruise cost as she had told others.m they next one I asked said they didn't know if there would be any compensation. They ended up giving balconies $200 per stateroom and lower costing cabins $125. I don't know what suites received. They should have given everyone 1/7 if the cruise cost back since we lost a day. Since they opted to just do an onboard credit everyone should have gotten the same since everyone had the same inconvenience.

 

We did get to 2 of the 3 ports so that was good. I doubt missing Coco Cay had anything to do with the delay mess up. I imagine it was just rough seas that happens half of the time.

 

Not impressed with Royal Caribbean or the Serenade.

 

 

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Problems occur; leaks happen. I am sure Royal did not want the problem to occur in the first place. Does Royal deserve an opportunity to 'make things right in the eyes of every cruiser'? Yes. Don't hold the ship up as inferior (or be unimpressed with Serenade itself) based on this cruise -- that would seem unfair considering the situation the staff was dealing with as well.

 

But to address your issues they have a "Post Cruise Resolutions" department. Email: Royalguestrelations@rccl.com Telephone #: 800-256-6649.

 

You could reach out to the CEO, Michael Bayley as well.

 

Those are places to start and see how the corporation, handles everything.

[tkit]

tanikwish, do you know exactly how the denied passengers were chosen?

 

Was it strictly "your cabin is in the affected area so you can't board" or was it more like a flight, where they asked for volunteers, just in case someone was willing to be kicked off even if booked in an unaffected cabin?

 

Curious minds want to know.

 

Sorry about your ruined vacation.

 

We were among those not boarding. There was along list of cabin numbers. No P.A. announcements were made. Some people got email or text messages. Most, like us, had to scout out our situation for ourselves. We never heard anything about volunteers for buyouts like the airlines do. As far as we could tell, all of the 'A' quadrant of the ship was affected, 418 cabins, plus the main auditorium, the medical center, and the exercise area.

[matt147]

How did it feel with so few passengers aboard

 

Finding a place to sit for breakfast and lunch was very easy and there was no shortage of available lounge chairs up on deck.

[tiessa]

How did it feel with so few passengers aboard

 

 

No lines. It was quite nice. There were times early in the morning and late at night it felt almost like a ghost ship.

 

 

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[tiessa]

Problems occur; leaks happen. I am sure Royal did not want the problem to occur in the first place. Does Royal deserve an opportunity to 'make things right in the eyes of every cruiser'? Yes. Don't hold the ship up as inferior (or be unimpressed with Serenade itself) based on this cruise -- that would seem unfair considering the situation the staff was dealing with as well.

 

 

 

But to address your issues they have a "Post Cruise Resolutions" department. Email: Royalguestrelations@rccl.com Telephone #: 800-256-6649.

 

 

 

You could reach out to the CEO, Michael Bayley as well.

 

 

 

Those are places to start and see how the corporation, handles everything.

 

 

 

 

Many of us plan to contact the CEO. I imagine they have handled it as much as they are going to. I appreciate the contact information.

 

No one is accusing Royal Caribbean of wanting it to happen. That would be silly. The problem is how poorly they handled it. As far as judging the Serenade, I think it is fair to judge. Most of the disappointments on board had nothing to do with the electrical problem. The staff worked very hard. I think it is the company making cutbacks to save money and it unfortunately affects the product. For instance there were far fewer activities. They had 3 people doing all of the activities. They usually have 5. I imagine it will show up across the entire line eventually. Our next cruise is with Princess. I'm anxious to see how it compares. I've only sailed Royal Caribbean as far as the large cruise lines are concerned so it will be good to try another.

 

I'll report back if I get a response from corporate.

 

 

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[John&LaLa]

Many of us plan to contact the CEO. I imagine they have handled it as much as they are going to. I appreciate the contact information.

 

No one is accusing Royal Caribbean of wanting it to happen. That would be silly. The problem is how poorly they handled it. As far as judging the Serenade, I think it is fair to judge. Most of the disappointments on board had nothing to do with the electrical problem. The staff worked very hard. I think it is the company making cutbacks to save money and it unfortunately affects the product. For instance there were far fewer activities. They had 3 people doing all of the activities. They usually have 5. I imagine it will show up across the entire line eventually. Our next cruise is with Princess. I'm anxious to see how it compares. I've only sailed Royal Caribbean as far as the large cruise lines are concerned so it will be good to try another.

 

I'll report back if I get a response from corporate.

 

 

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It could be they cut back on activities because of reduced passenger count

[tiessa]

It could be they cut back on activities because of reduced passenger count

 

 

 

That could be. If so, it is another example of the cruise not being up to par.

 

 

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[heimdall]

Anyone have any word on whether they were able to affect repairs on the ship?

[JaxieWaxie]

Haven't heard anything about people denied boarding on the subsequent turnaround day, which I'm assuming (I know, I know) was yesterday.

 

Does anyone know anything on that? Did everyone get on that was supposed to get on? We're due to board next Saturday and am obviously hoping all has been fixed.

 

It will be my first time on the Serenade but one of the sister ships (Jewel) is a favorite, so I'm really looking forward to it!

[stones902]

Haven't heard anything about people denied boarding on the subsequent turnaround day, which I'm assuming (I know, I know) was yesterday.

 

 

 

Does anyone know anything on that? Did everyone get on that was supposed to get on? We're due to board next Saturday and am obviously hoping all has been fixed.

 

 

 

It will be my first time on the Serenade but one of the sister ships (Jewel) is a favorite, so I'm really looking forward to it!

 

 

There were no reports of anyone not being able to board the current sailing that departed yesterday. I'm pretty sure something like that would have been widely reported on these boards.

 

Based on that I assume RCI has the situation at hand and you'll be good to go.

 

 

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[curcurt]

Anyone have any word on whether they were able to affect repairs on the ship?

 

It left on time, as we saw it heading down the river at around 5pm, as we drove over to the French Quarter for the Mardi Gras parades last night.:) Nothing made the local news about any issues.

[DragonOfTheSeas]

I have been reading the live thread by Havana Cruiser. He has posted about this second cruise and did not mention anyone denied boarding.

[thmpsn]

just back from the Serenade last night. It was a good cruise with a couple rough spots. Crew was great.

Jim

[tkit]

That could be. If so, it is another example of the cruise not being up to par.

 

 

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One of the things we heard before we left the pier was that, in addition to the passengers who were not allowed to board, they were also putting surplus crew ashore for the week. We heard that from several sources, so we give at least some credibility to it. Rumors and false information abounded as well.

[tiessa]

Just wondering about Alan's group from Seattle. He was the the tour leader who stayed in NOLA to be sure his passengers who didn't make it on board last week were taken care of. He designated someone to fill in for him onboard and I heard that she fell ill and was quarantined. Did Alan meet you all at disembarkation? Did you all make it home OK? Is the woman who was sick OK? Hope all went well with you all!

 

 

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[Paulette3028]

There were no reports of anyone not being able to board the current sailing that departed yesterday. I'm pretty sure something like that would have been widely reported on these boards.

 

Based on that I assume RCI has the situation at hand and you'll be good to go.

 

 

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I would have expected that Royal would have contacted people who would be affected (based on their cabin #) on the following week and made other arrangements with them to be on a different cruise, PRIOR to them arriving at the port. This would have minimized the possibility of a PR explosion.

[Paulette3028]

One of the things we heard before we left the pier was that, in addition to the passengers who were not allowed to board, they were also putting surplus crew ashore for the week. We heard that from several sources, so we give at least some credibility to it. Rumors and false information abounded as well.

 

I may be a little confused....but which sailing were you supposed to be on....was it the one that was originally delayed due to the problem that occurred on the night before the embarkation OR was it the next week, when hopefully Royal had gotten some of the cabins repaired and able to accommodate cruisers?

[stones902]

I would have expected that Royal would have contacted people who would be affected (based on their cabin #) on the following week and made other arrangements with them to be on a different cruise, PRIOR to them arriving at the port. This would have minimized the possibility of a PR explosion.

 

 

I agree.

 

 

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[Paulette3028]

One of the things we heard before we left the pier was that, in addition to the passengers who were not allowed to board, they were also putting surplus crew ashore for the week. We heard that from several sources, so we give at least some credibility to it. Rumors and false information abounded as well.

 

It makes no sense to me, that they would 'put surplus crew ashore for the week' and here is why: Royal then has to provide accommodations for them and a food allowance.

 

It they remain on board, they can help with other things that need to be done, and they are have their crew quarters and are providing their meals. If crew accommodations had been affected the first week, then Royal would have had to deal with it that initial week as well.

 

I could be using too much logic.

[cruizers]

just back from the Serenade last night. It was a good cruise with a couple rough spots. Crew was great.

Jim

 

We, too, were aboard and feel the crew did an outstanding job.

[heimdall]

It makes no sense to me, that they would 'put surplus crew ashore for the week' and here is why: Royal then has to provide accommodations for them and a food allowance.

 

One possibility, that I see, is that some of the crew cabins were also affected and the Coast Guard may not have allowed them to sail with those areas of the ship occupied. I am just speculating, however.

[Paulette3028]

One possibility, that I see, is that some of the crew cabins were also affected and the Coast Guard may not have allowed them to sail with those areas of the ship occupied. I am just speculating, however.

 

I would agree with that, but, those cabins would have been affected the very first week as well. Crew cabins are on deck 1. As repair work was being done, the speculation is that other cabins could have become a problem.....yet, it just sounds odd (at least to me).

[JaxieWaxie]

There were no reports of anyone not being able to board the current sailing that departed yesterday. I'm pretty sure something like that would have been widely reported on these boards. Based on that I assume RCI has the situation at hand and you'll be good to go.

 

Thanks -- that's what I had figured, too, but thought I'd ask juuuuust in case. :o

[tiessa]

Many of us plan to contact the CEO. I imagine they have handled it as much as they are going to. I appreciate the contact information.

 

No one is accusing Royal Caribbean of wanting it to happen. That would be silly. The problem is how poorly they handled it. As far as judging the Serenade, I think it is fair to judge. Most of the disappointments on board had nothing to do with the electrical problem. The staff worked very hard. I think it is the company making cutbacks to save money and it unfortunately affects the product. For instance there were far fewer activities. They had 3 people doing all of the activities. They usually have 5. I imagine it will show up across the entire line eventually. Our next cruise is with Princess. I'm anxious to see how it compares. I've only sailed Royal Caribbean as far as the large cruise lines are concerned so it will be good to try another.

 

I'll report back if I get a response from corporate.

 

 

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I received a call today from a customer relations rep, Greg. He was nice and professional and apologetic. We discussed what I had said in my email. He told me the money each stateroom received was based on category and to compensate us for the fiasco at the terminal. I told him everyone should have gotten the same since we all had the same experience. I also told him I thought we should be reimbursed 1/7 of our cruise since we missed a day of the cruise. He noted my remarks but suggested I again write to "one" of the CEO's. I had no idea they had 2!

I did email both Adam Goldstein and Michael Bayley.

 

If you want to express thoughts you send an email to RoyalCustomerrelations@rccl.com asking them to direct it to Adam Goldstein and/or Michael Bayley. Just FYI.

[tiessa]

I received a call today from a customer relations rep, Greg. He was nice and professional and apologetic. We discussed what I had said in my email. He told me the money each stateroom received was based on category and to compensate us for the fiasco at the terminal. I told him everyone should have gotten the same since we all had the same experience. I also told him I thought we should be reimbursed 1/7 of our cruise since we missed a day of the cruise. He noted my remarks but suggested I again write to "one" of the CEO's. I had no idea they had 2!

I did email both Adam Goldstein and Michael Bayley.

 

If you want to express thoughts you send an email to RoyalCustomerrelations@rccl.com asking them to direct it to Adam Goldstein and/or Michael Bayley. Just FYI.

 

 

Never mind. The email address Greg gave me doesn't work.

 

Does anyone have an email address for either CEO?