Room service and to go food

[punkincc]

A very nice response a posted on facebook. I see nothing at all wrong with what was said; However, it should have been said from the beginning. NCL had no business letting their customers find out while on a ship, and then from subsequent postings all over the internet. That is NOT good business etiquette. It took far too long for a logical and well-thought out response from NCL.

 

Here is the post:

 

I wrote Andy Stuart (President of NCL) a note concerning the room service charges and the new food rule. Here is his response:

Hi, thanks for your note. We do not charge for coffee and continental breakfast to be delivered by room service. In addition I feel strongly that the change asking guests not to bring food back to their rooms from restaurants is a good one. As we walk around the ship and see spills from food that guests are carrying and multiple plates and food waste littering the corridors, it is not a clean and pristine environment. The difference with room service is that it is our team delivering it - if they spill something they clear it up immediately. They also know where food has been delivered and they go back to get empty trays as part of their routine. At the same time as we have made this change we have changed the Asian restaurant from having a cover charge to being included across the fleet. I understand not everyone is going to love every change, but our focus is on quality and raising the quality of the experience across our fleet. You will see a huge investment coming from us in both the hardware and the software. Please have faith that everything we are doing is to increase our guest satisfaction and repeat rate. Apologies for the long response - but I am very passionate about this. regards. Andy

 

 

A "nice response"? Sorry, Andy, I always liked you, but this is just more "blah, blah, blah" which addresses NONE of the many legitimate concerns or questions raised by the passengers who sail on his ships.

 

So, Andy, you are telling me that if Room Service delivers, they know where to go back and get the trays and plates. Otherwise, it is just chaos, with the halls and cabins looking like an episode of Hoarders? Seriously. You have room stewards in and out of the cabins and halls constantly, yet you are telling me a good hotel director can't figure out a system whereby a steward sees an unexpected plate, picks it up ( not walks by it 50 times like it is invisible ) and places it in a designated area where it can be picked up by room service staff.

 

On not one of my 8 NCL cruises have I seen "food waste littering the corridors". If I had, I would not be cruising with NCL. It's funny how sometimes things have unexpected consequences. IF it is true that additional clutter has become evident recently, it is merely the unintended consequence of a very bad policy to charge for room service. Maybe the most intelligent thing to do would be to scrap that plan, rather than try to circumvent the move by passengers to get the food they paid for without a fee.

[sparks1093]

It sounds reasonable to me as well. I really think the policy is also something for staff to fall back on when they really think there is an abuse going on such as someone bringing food to really inappropriate parts of the ship, tons of food back to a stateroom, or even someone bringing food from a specialty restaurant to someone else who didn't pay to go there... previously staff really didn't have any power to do anything. Want to bring food into the pool (saw this) staff didn't have a leg to stand on. Bringing a whole dinner into the theater? Again, they couldn't do a thing. At least now they have something they can point to and say- "No, you cannot eat your entire meal in the jacuzzi/elevator/library/fitness center/etc etc...!"

 

I agree and Harriet, I personally saw a man having his lunch in the library. It took me a couple of cruises to realize that it is not the room steward's job to clean up the dirty dishes in the room. You are suppose to call room service to pick them up if you ordered RS. Dirty dishes should never be placed in the hallway.

 

If there is a problem with people eating where they shouldn't it seems to me the easiest way to deal with the issue is to put up a sign at the entrance "no food allowed".

[seaman11]

In all my cruises I've never seen anyone eating a meal in the Jacuzzi/elevator/library/fitness center/ etc. etc...!

 

Just saying..............

 

Harriet

I eat my dinner in the night club. i tend to get peckish when im dancing.

[3XX1XY]

In all my cruises I've never seen anyone eating a meal in the Jacuzzi/elevator/library/fitness center/ etc. etc...!

 

Just saying..............

 

Harriet

 

I have seen food littering the library AND the fitness center but did not witness someone actually eating it there. However I have actually seen people eating in the elevator (as well as plates left in the elevator) and I have seen many many times people eating and drinking in the jacuzzis or pool which, excuse me, is gross. The times I saw this was late at night or on days at port when some people stay on board to enjoy the quieter ship.

 

 

On not one of my 8 NCL cruises have I seen "food waste littering the corridors". If I had, I would not be cruising with NCL. It's funny how sometimes things have unexpected consequences. IF it is true that additional clutter has become evident recently, it is merely the unintended consequence of a very bad policy to charge for room service. Maybe the most intelligent thing to do would be to scrap that plan, rather than try to circumvent the move by passengers to get the food they paid for without a fee.

 

are you kidding me? I have seen food in the hallway on every single NCL cruise I have ever ever been on. I've seen it sit for a day at least at times too, long enough for sometimes another set of plates from the same cabin to pile on top of it. When I went on a mexican riviera cruise it was so bad we were tripping over it and stepping on it in the hallway and this is way way way before any service charge came into play (we took a break from NCL after the riviera cruise, this is the one where there was literally food every where, sometimes rotting for days on the deck... it was disgusting.)

 

I don't have really lofty expectations for an NCL cruise, but I do expect there to not be rotting food everywhere. Honestly based on my experiences, I think it's a combination of differences in the clientele and poorer staffing on NCL ships. People really ought to know to bring their dirty plates back to the buffet and should not expect someone to pick up after them wherever they decide to leave it. Cruises are *not* all inclusive and there is not enough staff to do that for everyone.

[LrgPizza]

This coincides with the elimination of the delivery pizza, which could be delivered anywhere on the ship. That does add some credence to the statement from Andy Stuart.

[hpecorari]

This coincides with the elimination of the delivery pizza, which could be delivered anywhere on the ship. That does add some credence to the statement from Andy Stuart.

 

Could be. Or it could be that now they have pizza on the room service menu when they never did before.

 

Harriet

[ZandZ]

I would think that if there is food/plates rotting somewhere for days,it has very little to do with any policy and everything to do with the ship's crew.... i have seen plates in the hallway on the two cruises ive taken early in the morning and felt they were picked up in a timely manner... i have seen the same in land hotels from both room service and carry in so i am not at all sure what if anything this reply explains.... sorry.

[LMaxwell]

I have seen food littering the library AND the fitness center but did not witness someone actually eating it there. However I have actually seen people eating in the elevator (as well as plates left in the elevator) and I have seen many many times people eating and drinking in the jacuzzis or pool which, excuse me, is gross. The times I saw this was late at night or on days at port when some people stay on board to enjoy the quieter ship.

 

 

 

are you kidding me? I have seen food in the hallway on every single NCL cruise I have ever ever been on. I've seen it sit for a day at least at times too, long enough for sometimes another set of plates from the same cabin to pile on top of it. When I went on a mexican riviera cruise it was so bad we were tripping over it and stepping on it in the hallway and this is way way way before any service charge came.

 

There's really no reason someone could not roam decks on a schedule and collect plates. NCL does not think it is important in the maintenance of their facilities. Really there is no reason plates should not be collected in a few hours at most.

[Wendy&Grumpy]

This coincides with the elimination of the delivery pizza, which could be delivered anywhere on the ship. That does add some credence to the statement from Andy Stuart.

 

The elimination of the $5 delivery pizza coincides with the $7.95 room service charge.

 

What does that add credence to?

[NLH Arizona]

There were always plates in the hall last month, but I didn't really think anything of it because you see the same in hotels. The suites usually put their empty snack plates out too. I'd walk past three in a row on the way to dinner.

There have been plates in the hallways on just about everyone of my cruises.

[Wendy&Grumpy]

I have seen food littering the library AND the fitness center but did not witness someone actually eating it there. However I have actually seen people eating in the elevator (as well as plates left in the elevator) and I have seen many many times people eating and drinking in the jacuzzis or pool which, excuse me, is gross. The times I saw this was late at night or on days at port when some people stay on board to enjoy the quieter ship.

 

are you kidding me? I have seen food in the hallway on every single NCL cruise I have ever ever been on. I've seen it sit for a day at least at times too, long enough for sometimes another set of plates from the same cabin to pile on top of it. When I went on a mexican riviera cruise it was so bad we were tripping over it and stepping on it in the hallway and this is way way way before any service charge came into play (we took a break from NCL after the riviera cruise, this is the one where there was literally food every where, sometimes rotting for days on the deck... it was disgusting.)

 

I don't have really lofty expectations for an NCL cruise, but I do expect there to not be rotting food everywhere. Honestly based on my experiences, I think it's a combination of differences in the clientele and poorer staffing on NCL ships. People really ought to know to bring their dirty plates back to the buffet and should not expect someone to pick up after them wherever they decide to leave it. Cruises are *not* all inclusive and there is not enough staff to do that for everyone.

 

Wow. These sounds like some serious staff issues!

 

Do crew *really* look the other way when guests blatantly break rules by eating in pools and do crew *really* ignore plates outside of cabin doors for days on end?

 

If these things are true, maybe Del Rio should be focusing on staff competency!!!

 

(And 3XX don't be daft. No, cruises are not all inclusive, however food - and the dishes and cleanup that goes along with said food - IS included, and is therefore, the responsibility of the cruise line. Stateroom attendants have a procedure for removing dishes/glasses from inside cabins and that procedure can easily be expanded to remove dishes/glasses from outside cabins. Oh, and open ship areas should ALWAYS be monitored for cleanliness - 24/7!!!)

Edited May 12, 2015 by Wendy&Grumpy

[NLH Arizona]

 

are you kidding me? I have seen food in the hallway on every single NCL cruise I have ever ever been on. I've seen it sit for a day at least at times too, long enough for sometimes another set of plates from the same cabin to pile on top of it. When I went on a mexican riviera cruise it was so bad we were tripping over it and stepping on it in the hallway and this is way way way before any service charge came into play (we took a break from NCL after the riviera cruise, this is the one where there was literally food every where, sometimes rotting for days on the deck... it was disgusting.)

 

I've seen trays sitting out on virtually every cruise, however, I have never seen it sit out for a day. It wouldn't be so bad, if folks would cover their uneaten food with their napkin, but most don't...it is pretty disgusting to see the uneaten food as you walk down the hallways. I don't think a change would help (telling folks not to leave trays outside), because they do that in hotels and still there are tray left out. I've never understood why they can't just leave the plates in their cabins for the Room Steward to pick up the next time they are in the cabin. I bet some would say that they don't want to stink up their cabin, but it is alright to stink up the hallways.

[sparks1093]

I've seen trays sitting out on virtually every cruise, however, I have never seen it sit out for a day. It wouldn't be so bad, if folks would cover their uneaten food with their napkin, but most don't...it is pretty disgusting to see the uneaten food as you walk down the hallways. I don't think a change would help (telling folks not to leave trays outside), because they do that in hotels and still there are tray left out. I've never understood why they can't just leave the plates in their cabins for the Room Steward to pick up the next time they are in the cabin. I bet some would say that they don't want to stink up their cabin, but it is alright to stink up the hallways.

 

Some people have reported asking the steward and being told to put the trays in the hall. I've always done it that way because that is what I do when I have room service in a hotel. What is this "uneaten food" you refer to? I am not familiar with that concept.;)

[NLH Arizona]

Some people have reported asking the steward and being told to put the trays in the hall. I've always done it that way because that is what I do when I have room service in a hotel. What is this "uneaten food" you refer to? I am not familiar with that concept.;)

 

Pretty much every hotel I've ever stayed at has a little sign on the room service tray, that says to call a certain number for picking up the tray, so that is what I do or leave it in the room.

 

The uneaten food, is the food they didn't eat and it sits on the plate outside their cabin with nothing covering it. I've seen plates with covers over them and I would think those are the ones from room service, but the others no covers with food just sitting out on the plates. It is really disgusting.

Edited May 12, 2015 by NLH Arizona

[swedish weave]

I've seen trays sitting out on virtually every cruise, however, I have never seen it sit out for a day. It wouldn't be so bad, if folks would cover their uneaten food with their napkin, but most don't...it is pretty disgusting to see the uneaten food as you walk down the hallways. I don't think a change would help (telling folks not to leave trays outside), because they do that in hotels and still there are tray left out. I've never understood why they can't just leave the plates in their cabins for the Room Steward to pick up the next time they are in the cabin. I bet some would say that they don't want to stink up their cabin, but it is alright to stink up the hallways.

 

We handle the plates as the room steward suggests. If he/she wants them outside the door, that is what we do. They are usually gone very quickly.

 

I totally don't believe the horror stories about food plates being left for days.

[jaja]

On every cruise I have seen plates, food, coffee cups , etc in the halls. It is unsightly, and dangerous for those walking in corridor. There has to be a better way :)

I usually ask my steward what to do....and have been told to leave dishes in the cabin.

[NLH Arizona]

On every cruise I have seen plates, food, coffee cups , etc in the halls. It is unsightly, and dangerous for those walking in corridor. There has to be a better way :)

I usually ask my steward what to do....and have been told to leave dishes in the cabin.

I think that even if NCL asks folks to leave them in the room or call to have them picked up, some folks (just like those in hotels) are not going to do it. They will either say, they didn't want to wait for the person to come back or they didn't want to stink up their cabin...some only think about themselves. I've seen folks pick up the trays, so that a person in a wheelchair or scooter could get by...pretty sad. Edited May 12, 2015 by NLH Arizona

[sparks1093]

I think that even if NCL asks folks to leave them in the room or call to have them picked up, some folks (just like those in hotels) are not going to do it. They will either say, they didn't want to wait for the person to come back or they didn't want to stink up their cabin...some only think about themselves. I've seen folks pick up the trays, so that a person in a wheelchair or scooter could get by...pretty sad.

 

I have called room service in a hotel to tell them the tray is ready and their response is "thank you Mr. ________, please put the tray in the hallway". It's not always "some only think about themselves", but at the end of the day it is up to the company to ensure that these things are cleaned up timely (the staff are always in the halls, are they not?). (And of course the new policy has nothing really to do with any of this in the first place.)

[NLH Arizona]

I have called room service in a hotel to tell them the tray is ready and their response is "thank you Mr. ________, please put the tray in the hallway". It's not always "some only think about themselves", but at the end of the day it is up to the company to ensure that these things are cleaned up timely (the staff are always in the halls, are they not?). (And of course the new policy has nothing really to do with any of this in the first place.)

Some only think about themselves, especially when folks have to move their trays, so that a person in a wheelchair or scooter or a person with a walker have to pass. And, for the record, I never said it was everyone, but some only think about themselves. Guess, if they have to patrol the hallways 24/7, NCL will have to take some of the breakfast, lunch and dinner servers (slowing down that service) to walk up and down the halls at all times of the day and night. Edited May 12, 2015 by NLH Arizona

[swedish weave]

Some only think about themselves, especially when folks have to move their trays, so that a person in a wheelchair or scooter or a person with a walker have to pass. And, for the record, I never said it was everyone, but some only think about themselves. Guess, if they have to patrol the hallways 24/7, NCL will have to take some of the breakfast, lunch and dinner servers (slowing down that service) to walk up and down the halls at all times of the day and night.

 

NCL has housekeeping staff on duty 24/7.

 

The enhanced problems posted here do not exist if the staff is doing their job.

[sparks1093]

NCL has housekeeping staff on duty 24/7.

 

The enhanced problems posted here do not exist if the staff is doing their job.

 

Exactly.

[maywell]

NCL has housekeeping staff on duty 24/7.

 

The enhanced problems posted here do not exist if the staff is doing their job.

Well, NCL management basically fix the staff's problem of cleaning 24-hours for them, so...

[LrgPizza]

The elimination of the $5 delivery pizza coincides with the $7.95 room service charge.

 

What does that add credence to?

Does it or does it not also coincide with the fact that people can no longer eat food all over the ship? Your post doesn't negate mine, although as usual I'm sure that was your lackluster intent.

[LrgPizza]

I have called room service in a hotel to tell them the tray is ready and their response is "thank you Mr. ________, please put the tray in the hallway". It's not always "some only think about themselves", but at the end of the day it is up to the company to ensure that these things are cleaned up timely (the staff are always in the halls, are they not?). (And of course the new policy has nothing really to do with any of this in the first place.)

I have had this happen more times than not. It actually is the norm for hotels in which I've stayed.

 

I'm more likely to order a delivered pizza when staying in a hotel. In those cases, I will leave the half-empty box lying on the floor of the room where it can attract bugs and stink up the place. I'll be out of there the next morning, so doesn't bother me.

Edited May 12, 2015 by LrgPizza

[cacj]

You arent staying in a hotel. You also do not have to book NCL if you do not like the rules. Being a "prisoner" or "captive" is the most ridiculous thing I have ever heard of. If not being able to take food out of a dining room is that big of a deal to you please feel free to go to another cruise line. You are probably one of those people that most of us see giving the poor wait staff a lashing over something they have no control of, making it uncomfortable for the rest of us being in the same room.

 

Also, this new rule was given out with warning. This isnt a last minute bait and switch.

 

I will ignore your personal attack as it is not why I am here.

 

As for the ship NOT being a hotel, explain why the captain and his staff refer to it as a floating hotel. Please explain why there is a Hotel Director on each ship. Explain to us why when we go to the CC Meet and Greet we meet the "hotel" staff leaders.

 

And yes, a captive is a prisoner. Del Rio referred to the passengers as captive.

 

The logic of those who enjoy paying extra fees escapes us. To charge a fee for room service is one thing, but to say that folks cannot enjoy a meal that they themselves transport from the eating venue is quite another.

 

Many people have already illustrated why they might choose to dine in their cabins or on the balcony. Many have eloquently spoken of the constraints put upon people with medical issues, mobility issues, children who are having difficulties. I need not continue that list.

 

My comment is that no hotel has ever told us that we cannot order from the restaurant (either theirs or one who delivers to the hotel) and bring it back to our rooms for private dining.

 

The fact that this "rule" was made is a blatant effort to force more $$ out of the guests hands. I say guests, but Del Rio thinks we are his captives.

Edited May 12, 2015 by cacj
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