Is Celebrity going to Eliminate Butlers on Sky and Celebrity Suites?

[ChucktownSteve]

8 minutes ago, C4HCG said:

What else does Regent offer that Celebrity doesn’t? 

If this isn't rhetorical....included air (business class across the pond), a five star hotel room pre-cruise for Concierge suites and above, transfers airport to hotel, hotel to ship and ship to airport. Premium liquor in your suite as requested. (Ltr bottles). Multiple excursion choices included at every port .  And more.

 

You can get your invoice reduced by foregoing their air and hotel.  Then just book your own.

Edited July 30, 2023 by ChucktownSteve

[zitsky]

11 minutes ago, Spif Barwunkel said:

Again, I am not affected by this suite service modification. Not being emotionally invested perhaps I can make this statement with a clearer head. Forget Celebrity's non-caring disrespect. Perhaps the fortitude, the desire and the dedication of the staff and crew involved in this change will prove it a worthwhile endeavor with a seamless transition. Could be the workers that guests are concerned about losing their jobs, will actually be instrumental in creating a system that makes everyone happy. Until proven otherwise, why not give the benefit of the doubt?

I just checked and I could save a few thousand by going down to an Aqua suite if that’s even possible.   But for now I choose to keep things the same.  Because maybe you’re right.  
 

I did send an email to the CEO asking why they renamed these cabins to Junior Suites and how come I don’t have a private hot tub.

[LMHSRN]

3 hours ago, Sam.Seattle said:

Maybe because people are concerned that the Sky Suite is evolving into a Royal Jr. Suite?

No, the poster is just rude and snobbish

[zitsky]

25 minutes ago, PSU said:

We have sailed on Regent and the only dress code is no jeans after 6 p.m. Long pants for men and usually button shirts. 
Regent is wonderful.

What is their smoking policy and do all suites have lounge privileges if there is one?  Thanks.

[TexasRon]

9 minutes ago, C4HCG said:

Get your point but in todays world, can anything be kept quiet?

Quiet is relative…yes, most things will be discovered fairly quickly.  Things an organization thinks are good are normally widely announced.

Edited July 30, 2023 by TexasRon

[C4HCG]

7 minutes ago, ChucktownSteve said:

If this isn't rhetorical....included air (business class across the pond), a five star hotel room pre-cruise for Concierge suites and above, transfers airport to hotel, hotel to ship and ship to airport. Premium liquor in your suite as requested. (Ltr bottles). Multiple excursion choices included at every port .  And more.

 

You can get your invoice reduced by foregoing their air and hotel.  Then just book your own.

Wasn’t rhetorical at all, genuine question as I didn’t know, thank you.

[C4HCG]

4 minutes ago, TexasRon said:

Quiet is relative…yes, most things will be discovered fairly quickly.  Things an organization thinks are good are normally widely announced.

True.

[ChucktownSteve]

11 minutes ago, zitsky said:

What is their smoking policy and do all suites have lounge privileges if there is one?  Thanks.

 

On the pool deck, I noticed a nice sized, enclosed glass room area that had a sliding window opening to the side of the ship for fresh air.

 

There is no separation of suites or suite areas. Everyone is in a suite and has access to everything without class separation.

Edited July 30, 2023 by ChucktownSteve

[micruiser2002]

20 minutes ago, zitsky said:

I just checked and I could save a few thousand by going down to an Aqua suite if that’s even possible.   But for now I choose to keep things the same.  Because maybe you’re right.  
 

I did send an email to the CEO asking why they renamed these cabins to Junior Suites and how come I don’t have a private hot tub.

Are you sure it is an AQUA Suite you priced or just a Aqua veranda?  

[neverlaysup]

9 hours ago, Mark_K said:

Also, Internet, gratuities, and drinks wouldn’t be included.

If it goes that direction, Sky Suite prices would have to be dramatically reduced otherwise there would be absolutely no value in them. If they took away the Premium AI and OBC, the value would actually be far less than AquaClass. 

[zitsky]

My husband and I grew up poor so I think we deserve to spend our money on something that we enjoy. I guess that makes us an elitist.

 

[terrydtx]

Surprise, surprise, I just got a phone call from Celebrity Executive offices after my scathing email I sent to them yesterday. I could not understand the name of the woman who called other than she was with Celebrity Executive offices.

 

Here is what I was told:

 

All Suites under a Celebrity Suite will no longer have a dedicated butler but instead a team of 8 to 10 butlers who will do what the old butlers did but on a rotating basis. The change is fleetwide effective on all cruises leaving after Aug 14th. I asked how will they all know what our individual needs and wants?  I was told that the whole team will know our information and wants and needs. (I do not believe this) I was told that Celebrity does not intend making any public announcements about the change and that no compensation would be offered or allow any cancelations of cruises for the change without penalties. They plan on booked passengers finding out when they board, (This is taking the chicken way out). I told her that finding out when you board is not the way to roll these changes out. I also let her know after our two cruises in January we will no longer be a Celebrity customer, she said she would convey all of my sentiments to corporate management. She was trying to sell me the Kool-Aid that having a team of Butlers will be a vast improvement. I told her I disagreed and that they may think they are giving us more but we are really getting less for the same cost. She also said that Corporate had complete confidence from their research that this was a good idea that would be welcomed by all customers. What a load of BS. I also told her corporate should check social media like CC and FB to see how this change is going over so negatively

[JaneStarr]

@terrydtx Thanks for the update. It’s good to know what “spin” Celebrity is putting on this change.

Jane

[JackE]

4 minutes ago, terrydtx said:

Surprise, surprise, I just got a phone call from Celebrity Executive offices after my scathing email I sent to them yesterday. I could not understand the name of the woman who called other than she was with Celebrity Executive offices.

 

Here is what I was told:

 

All Suites under a Celebrity Suite will no longer have a dedicated butler but instead a team of 8 to 10 butlers who will do what the old butlers did but on a rotating basis. The change is fleetwide effective on all cruises leaving after Aug 14th. I asked how will they all know what our individual needs and wants?  I was told that the whole team will know our information and wants and needs. (I do not believe this) I was told that Celebrity does not intend making any public announcements about the change and that no compensation would be offered or allow any cancelations of cruises for the change without penalties. They plan on booked passengers finding out when they board, (This is taking the chicken way out). I told her that finding out when you board is not the way to roll these changes out. I also let her know after our two cruises in January we will no longer be a Celebrity customer, she said she would convey all of my sentiments to corporate management. She was trying to sell me the Kool-Aid that having a team of Butlers will be a vast improvement. I told her I disagreed and that they may think they are giving us more but we are really getting less for the same cost. She also said that Corporate had complete confidence from their research that this was a good idea that would be welcomed by all customers. What a load of BS. I also told her corporate should check social media like CC and FB to see how this change is going over so negatively

@terrydtx I also received a call today after sending an email (thank you for forwarding that address). I heard the same thing as you.

 

As I am sailing on August 12 on the Edge, the corporate rep assured me that my sailing won't be affected as it will take place on the next sailing. 

 

I questioned their keeping this a secret if they were sure this was such a positive change (see Perfect Day at Coco Cay). I also said it was a bit of a bait and switch on selling the butler hospitality services and then taking that away after getting the customer's money (either payment in full or non-refundable deposits). I also pointed out that the butler is still there on the Retreat pages for all suites.

 

They have created a mistrust with their loyal customers and anxiety that is readily apparent on numerous social media and boards. The rep said that they would share that with the appropriate people.

 

When I questioned how this could work as a change in hospitality, the rep assured me that it was going to be a positive change (what else could they say?). 

 

REQUEST: If you are not empathetic to this situation, and have little or no compassion for others (you know who you are), please don't comment. 

[mac_tlc]

27 minutes ago, terrydtx said:

Surprise, surprise, I just got a phone call from Celebrity Executive offices after my scathing email I sent to them yesterday. I could not understand the name of the woman who called other than she was with Celebrity Executive offices.

 

Here is what I was told:

 

All Suites under a Celebrity Suite will no longer have a dedicated butler but instead a team of 8 to 10 butlers who will do what the old butlers did but on a rotating basis. The change is fleetwide effective on all cruises leaving after Aug 14th. I asked how will they all know what our individual needs and wants?  I was told that the whole team will know our information and wants and needs. (I do not believe this) I was told that Celebrity does not intend making any public announcements about the change and that no compensation would be offered or allow any cancelations of cruises for the change without penalties. They plan on booked passengers finding out when they board, (This is taking the chicken way out). I told her that finding out when you board is not the way to roll these changes out. I also let her know after our two cruises in January we will no longer be a Celebrity customer, she said she would convey all of my sentiments to corporate management. She was trying to sell me the Kool-Aid that having a team of Butlers will be a vast improvement. I told her I disagreed and that they may think they are giving us more but we are really getting less for the same cost. She also said that Corporate had complete confidence from their research that this was a good idea that would be welcomed by all customers. What a load of BS. I also told her corporate should check social media like CC and FB to see how this change is going over so negatively

Research? What research? Some BS from some consultant who wants more Celebrity business. How about the “research” they will get from actual paying passengers when they find out on board. If their research is so compelling, they should be shouting it from the top of every mountain.

 

I can’t believe their arrogance and gaul…. But actually, unfortunately, I can.

 

mac_tlc

Edited July 30, 2023 by mac_tlc

[binro01]

So I just got off the phone with Celebrity inquiring about this change.

 

1) They confirmed that this change is occurring fleet wide.
When asked why the change, I was given the response that they are trying to stream line services to the guests within these staterooms. Currently on Edge class ships, a butler is assigned 9 cabins, if said butler is being monopolized by 2 or so cabins, it could lead to derogated service to the other cabins. They pointed to end of cruise surveys for this rational.
 

2) They confirmed that there is no scheduled communication that is planned to go to the passengers.

 

I asked them why there will be no communication about the loss of the assigned butler for the stateroom and they said that the "Retreat Team" will provide the same service as the assigned butler so no "material" change of services is expected.

 

3) They confirmed there will be no "grace" given to those who will be loosing their expected suite benefit of an individual butler for their state room.
When I stated that I do not believe that the "Retreat Team" is not the same level of services as an assigned butler and would now rather cancel or move to a different class of cabin, they said that a cabin change can occur but repricing will be done based on current prevailing rates and promos, not based on when the original booking occurred and can only be done if prior to final pay date.

They also stated will be no compensation if I plan on staying in the SS and no consideration will be given to return a deposit for a NRD booking because there will be no "material" change in service since the Retreat Team are tasked to accomplish the same service as the butler.

Personally, I think this is poor business practice, and could harm the brand with future business due to the lack of concern for the passengers perceived change of value, no matter the lack of "material" change in service.

I believe suite passengers on Celebrity fall in 2 major categories. The once in a lifetime bucket list experience category and the suite cruisers who are very loyal to the brand. Of the 2 categories, the loyal to the brand category size more than likely far exceeds the other category of bucket list suite cruisers.

You do not want to cause perceived harm this category of clients.

I'm sure the powers that be had the bean counters do their math to figure out the best course of action for the business, current and future, but without that information, I have a hard time believing that those decisions had all of the proper data. But I'm working with far less information than they have that's for sure.

[dlh015]

Well. I guess that settles it...at least for me...

[Joker54]

Just now, mac_tlc said:

Research? What research? Some BS from some consultant who wants more Celebrity business. How about the “research” they will get from actual paying passengers when they find out on board.

 

I can’t believe their arrogance and gaul…. But actually, unfortunately, I can.

 

mac_tlc

There was no research, it’s just a buzzword that goes with the kool aid.

 

years ago right after USAirways bought American all of the travelers with status received an email that said they conducted a survey and found that first class travelers preferred to work on their flights rather than have meal and that they were cutting meal service. Same stuff…. Research. That lasted about a month and all of a sudden meals were back. I was a biz traveler in those days on planes every week of the year……

[MamaFej]

Admittedly without evidence, I am guessing that the "research" was done according to the same standards as that which led the powers that be to decide that passengers want vape aerosols in the casino (and adjacent corridor) and that replacing an overnight port call in Singapore with a Sea Day would "enhance" our cruise experience. 

[NMTraveller]

3 minutes ago, MamaFej said:

Admittedly without evidence, I am guessing that the "research" was done according to the same standards as that which led the powers that be to decide that passengers want vape aerosols in the casino (and adjacent corridor) and that replacing an overnight port call in Singapore with a Sea Day would "enhance" our cruise experience. 

Replace enhance cruise experience with make more profits.

[C4HCG]

16 minutes ago, JackE said:

 

REQUEST: If you are not empathetic to this situation, and have little or no compassion for others (you know who you are), please don't comment. 

Total empathy for people who have paid for something they’re not going to get. And I am a compassionate person. But is this really that big a deal? Easy for me to say as we don’t book suites.

 

2 minutes ago, NMTraveller said:

Replace enhance cruise experience with make more profits.

Way of the world, make profit.

[cruisefam38]

19 minutes ago, binro01 said:

Currently on Edge class ships, a butler is assigned 9 cabins, if said butler is being monopolized by 2 or so cabins, it could lead to derogated service to the other cabins.

The question I have been sitting with is this:

If two staterooms dominate one butler dedicated for nine cabins, what is to stop 14-28 cabins dominating the services dedicated to 145 cabins?

 

Celebrity can not control this outcome. 

 

Therefore, either the current butler system will return, but only after plenty of aggravation and disappointment for most everyone involved, or Celebrity will have the data and the rationale to end any additional personnel service completely (by whatever name they choose to apply).

Robots will seem like an upgrade at that future juncture.

Edited July 30, 2023 by cruisefam38

[MamaFej]

19 minutes ago, binro01 said:

So I just got off the phone with Celebrity inquiring about this change.

 

1) They confirmed that this change is occurring fleet wide.
When asked why the change, I was given the response that they are trying to stream line services to the guests within these staterooms. Currently on Edge class ships, a butler is assigned 9 cabins, if said butler is being monopolized by 2 or so cabins, it could lead to derogated service to the other cabins. They pointed to end of cruise surveys for this rational.
 

2) They confirmed that there is no scheduled communication that is planned to go to the passengers.

 

I asked them why there will be no communication about the loss of the assigned butler for the stateroom and they said that the "Retreat Team" will provide the same service as the assigned butler so no "material" change of services is expected.

 

3) They confirmed there will be no "grace" given to those who will be loosing their expected suite benefit of an individual butler for their state room.
When I stated that I do not believe that the "Retreat Team" is not the same level of services as an assigned butler and would now rather cancel or move to a different class of cabin, they said that a cabin change can occur but repricing will be done based on current prevailing rates and promos, not based on when the original booking occurred and can only be done if prior to final pay date.

They also stated will be no compensation if I plan on staying in the SS and no consideration will be given to return a deposit for a NRD booking because there will be no "material" change in service since the Retreat Team are tasked to accomplish the same service as the butler.

Personally, I think this is poor business practice, and could harm the brand with future business due to the lack of concern for the passengers perceived change of value, no matter the lack of "material" change in service.

I believe suite passengers on Celebrity fall in 2 major categories. The once in a lifetime bucket list experience category and the suite cruisers who are very loyal to the brand. Of the 2 categories, the loyal to the brand category size more than likely far exceeds the other category of bucket list suite cruisers.

You do not want to cause perceived harm this category of clients.

I'm sure the powers that be had the bean counters do their math to figure out the best course of action for the business, current and future, but without that information, I have a hard time believing that those decisions had all of the proper data. But I'm working with far less information than they have that's for sure.

 

7 minutes ago, NMTraveller said:

Replace enhance cruise experience with make more profits.

They claimed it was due to "port congestion" as if they hadn't booked the berth years in advance. And the letter said nothing about reducing port taxes due to the decreased time in port. 

[ChucktownSteve]

Well it looks like I was ahead of the curve again on seeing where Celebrity was going by adding other cruise lines into my mix which I ,over the past few years, would never have considered had Celebrity continued with an excellent product.  I know everyone has their own personal threshold, but as a former entrepreneur, I always looked years ahead for projection and trend.

 

True to form Celebrity has continued to escalate over that time and proved that I was right to elevate my experience with real premium and luxury not just the rhetorical as they call themselves.  It's not about the money but value.

 

I do hope that more of y'all who are Celebrity loyalists stay with them regardless of the frog in the heated pot syndrome.  Because the more of you that jump ship,  the less availability on my now go to lines will be with the higher dynamic pricing you'll cause. 😜

Should they ever change to where they become a real value, I may consider them again. However they have lost my trust as my primary go to cruise line. At best they'll be an also ran based solely on price/value..
 

It takes less effort and money to retain a good customer than to replace them after you've chased them off.  Once gone, it's much more difficult  and expensive to attract them back. That's basics.

Edited July 30, 2023 by ChucktownSteve

[zitsky]

I had a good experience moving from Aqua to SS.  So booked another.  I don’t like this change.  Even if next time I go to Aqua I cannot know what perks they will take away next.  It will push me to other cruise lines.  We don’t book SS because we’re cheap but because it’s all we need.