Letter to Diamond Members (Merged Threads)

[negc]

I sailed the Serenade (B2B) in March. I could counter each of your statements for the entire 14 days we were on board. The CL was moved to the Odyessy (there were over 60 D/D+ each week) for the evening (5 - 8:30 pm). Ken sat with guests. He made it a point to either greet them when they came in or go to them when they sat down. He brought the next days Cruise Compass to each person in the lounge. In the CL, he addressed everyone when they came in. In fact, when I didn't go to the CL one evening he called to ask if everything was OK (we did the Murder Mystery that night and I was running late so missed the CL).

 

He even reminded me (even insisted) that if there was anything I needed no matter how trivial that I should let him know and he would take care of it (which he did on several occassions). I was not in a suite but am a Diamond member.

 

Kenneth is one of the better conceirges we have had (the best is still Martiza, sorry Ken) and I hope to see him again in the future.

 

BTW, the Conceirge usually only sends emails to suite guests (I have never received an email pre-cruise). But they have a master list of all D/D+ and Suite guests and I have been contacted via voicemail if I have not been to the CL.

 

Kenneth certainly sounds like an excellent concierge but in this instance he seems to have misinterpreted the company's current CL policy or mistated it in his email by dropping the words: "and Diamond members" from his description of those whom the Concierge Club is reserved. He owes someone an explanation for this oversight or omission.:rolleyes:

[sealord]

That just isn't true. I've been D+ for some time now and believe me, I feel for you. I would have been very unhappy if I had just reached diamond and then the ax fell.

 

 

Jack is sooooo cute. How about a picture of Rocky.

 

Mimi

 

Introducing ... ta da ... Rocky.:)

 

I'm happy to hear of your 'understanding'. However, after 14 years of wrong-headed 'loyalty', getting slapped down by 'wrong-headed' management does not instill 'acceptance'. For many, RCCL is now just another cruise line, and it will get no more, and no less consideration than any other ... actually, ties will go to 'any other'.

[sealord]

 

you go on and on and on - I am concerned for your sanity!:rolleyes:

 

No comment necessary.

[Lynnees]

No comment necessary.

 

 

sealord - we met last year on the Brilliance TA and took the tour from the ship to London.

 

Love your dogs - I agree with what you say.

[sealord]

sealord - we met last year on the Brilliance TA and took the tour from the ship to London.

 

Love your dogs - I agree with what you say.

 

 

Of course ... great ride to Stonehendge and all. I was wondering if anyone I knew would pop up in here. I've been half-expecting "TOCANADA" (Andrew) to jump in as well. We had adjacent aft D1's and coincidentally ended up as dining companions.

My DW is recovering from a 'blown' knee acquired while skiing at Lake Tahoe, so we are down for the moment. She had ACL surgery two weeks ago, so she is now in rehab. We have some months before going on Celebrity's Xpedition to the Galapogos, so she should be back up to speed by then.

Take care.

[rednancy1]

Introducing ... ta da ... Rocky.:)

 

I'm happy to hear of your 'understanding'. However, after 14 years of wrong-headed 'loyalty', getting slapped down by 'wrong-headed' management does not instill 'acceptance'. For many, RCCL is now just another cruise line, and it will get no more, and no less consideration than any other ... actually, ties will go to 'any other'.

 

Aw Rocky is adorable. :)

[amybeth4]

Getting back to the original point of this post (I think!) here are a couple of important exerpts from Goldstein's letter to someone who posted it:

 

We regret that the crowding in our Concierge Lounges prevents us from delivering the experience we intended. It also prevents us from being able to grandfather in Concierge Lounge access for existing Diamond level members. We deeply regret having to restrict this access, but we are committed to delivering an exceptional Concierge Lounge experience. Having said that, we realize we should have provided more notice of our decision, which carries such consequences. To that end, we will delay the implementation date for the change in eligibility from July 1, 2009, to September 1, 2009.

 

The feedback we have received from Diamond members fall primarily into one of the three following categories:

 

Preserving the social aspect the ability to meet and mingle with other members

Maintaining free or reduced price drinks

And, access to concierge-type services for ice show tickets and other activities

 

In order to address the first two interests for Diamond members, outside the Concierge Lounge, effective September 1 we will offer them a dedicated VIP private party in one of our bars or lounges. This may be held in the Viking Crown Lounge, or any other bar or lounge designated by the ship. In this dedicated area, from approximately 5 to 8 p.m., we will offer complimentary wine and champagne and happy hour discount of 25 percent off all other beverages. This will be offered every day of each sailing and will replace our recently announced one-time per-cruise special Diamond party.

[magicaliam]

Very odd - before the recent concession/addition of the 'new' Diamond Lounge, it wasn't about the free drinks - it was all about the socialising.

 

Now the socialising has been dealt with, its all about the free drinks!!:eek::D

 

If I were RCCL, I would now just sit back - most of those who 'defect' will return. We have tried most of the competition - RCCL is the best of the mass-market cruise lines. And this new Diamond Lounge is still the best loyalty Lounge on the high seas!!

 

Most of us were aware of changes which had to happen due to the ridiculous overcrowding in the Lounge during free drinkies.

 

I see no reason for RCCL to withdraw the CL from Suite Guests - it was specifically set up for them in the first place. You gets what you pays for in life - and they are paying!!!! As far as Plussers are concerned, it is up to RCCL to decide what they receive under the loyalty programme. And many Suite guests and Plussers don't set foot in the CL!!! So, there should be room for all Suitees and Plussers.

 

I don't disagree with several of your points...I'm still bothered by the REASON given. I would have accepted bad economic times call for changes - I'm still feeling resentment over the billions spent on the new advertising campaign in view of the crunch that company was in for finances.... The old campaign centered on Loyalty - (HAS IT REALLY BECOME A LAUGHING thing for people to feel brand loyalty? I can understand it in some industries...but it "feels different" in the crusing industry where I feel a resident of a ship for a week to 3 weeks...)...and maybe the ex's are REALLY SMART - but it just doesn't jive with me...it seems like desperation moves with excuses...Shadows? I feel like it's smoke and mirrors. I'm looking for truth in advertising I guess -

OKAY - LET ME PUT ON MY FULL METAL JACKET..."agree to disagree"

[Lynnees]

Of course ... great ride to Stonehendge and all. I was wondering if anyone I knew would pop up in here. I've been half-expecting "TOCANADA" (Andrew) to jump in as well. We had adjacent aft D1's and coincidentally ended up as dining companions.

My DW is recovering from a 'blown' knee acquired while skiing at Lake Tahoe, so we are down for the moment. She had ACL surgery two weeks ago, so she is now in rehab. We have some months before going on Celebrity's Xpedition to the Galapogos, so she should be back up to speed by then.

Take care.

 

Sorry to hear about your wife. I hope she comes along quickly. TOCANADA was on about this issue awhile ago. I don't believe he's happy about it either. Not the brightest thing RCL has ever done. I can't imagine why they would want to alienate their most loyal clients - but, gives us lots of opportunity to look elsewhere now.

 

The Xpedition is on our bucket list but not as high as I would like. We've done Australia/New Zealand this year and will be doing the middle east in 2010. If our plans for retiring next year work we'll look at the Xpedition. In the meanwhile please let us know how it goes.

[curley23]

Actually, Curley, I have my Crown & Anchor application form right in front of me. The only 'disclaimer' on the form says, "Terms and Conditions Available On Request".;)

 

Oh, so you never even bothered to find out what they might be?? Why wouldn't that surprise me?? Well they are on the website and other brochures describing the C/A levels.

[hellosailer]

I don't disagree with several of your points...I'm still bothered by the REASON given. I would have accepted bad economic times call for changes - I'm still feeling resentment over the billions spent on the new advertising campaign in view of the crunch that company was in for finances.... The old campaign centered on Loyalty - (HAS IT REALLY BECOME A LAUGHING thing for people to feel brand loyalty? I can understand it in some industries...but it "feels different" in the crusing industry where I feel a resident of a ship for a week to 3 weeks...)...and maybe the ex's are REALLY SMART - but it just doesn't jive with me...it seems like desperation moves with excuses...Shadows? I feel like it's smoke and mirrors. I'm looking for truth in advertising I guess -

OKAY - LET ME PUT ON MY FULL METAL JACKET..."agree to disagree"

 

No flak has come your way ........yet!!!!:p Anyone who expects loyalty from any big corporation these days, is living in cloud cuckoo land!!

 

In fact, loyalty seems to be a thing of the past - little of it from employees, employers, friends etc. Spoken like a true cynic - moi!!

 

Look at it this way - it was all great while it lasted!!!:D It was much, much better than any other Company's loyalty programme - and even in this revised form, STILL better than any of the others!!

 

Nothing is forever!!!

[rosesplus]

I've spent over US$35K with X is the last 4 years and I would be a "Diamond" if I choose to cruise with them again. During this period I haven't cruised with any other line and in fact until now I've never really considered another cruise line. If X had made an effort to acknowledge my loyalty to them, in a meaningful way, I would probably have remained loyal to them but quite frankly I have come to the conclusion that X isn't really that concerned about maintaining my business so guess what!! I just booked with another cruise line!! If I like this new cruise line and they like/value my custom I will stay with them.

In my experience in business, the hardest part of client relationships is getting them to buy in the 1st instance, the easy bit is keeping them and this is what X's bean counters have really screwed up. They should have implemented an improved loyalty scheme, as they promised, not nickel and dimed their loyal clientele.

[NETBALLER]

AT LEAST AS DIAMOND MEMBERS WE HAVE GOT SOMETHING BACK, BUT WHO REALLY WANTS CHEAP CHAMPAGNE AND WINE WITH A 25% DISCOUNT ON OTHER DRINKS, THEY COULD OF ALSO GIVE US FREE SOFT DRINKS ITS STILL NOT A LOT FOR WHAT WE HAVE SPEND TO GET TO DIAMOND MEMBERS, IT`S STILL A PROBLEM FOR US AS ALL THE GROUP WE TRAVEL WITH ARE DIAMOND PLUS MEMBERS SO THEY WONT WANT TO COME TO OUR LOUNGE ANYMORE WITH US OR THATS THEIR PERK OF FREE DRINKS GONE SO SUPPOSE IT WILL SPLIT OUR GROUP UP, WHICH YOU CANT BLAME THEM FOR WANTING THERE PLUS BENEFITS:mad:

[Bobal]

Why are you shouting :eek:

[jbond]

I know this is a special offer but it puts price of drinks the cruise companies pay into prospective.

Also the penny pinching offer FROM RCCL of 25% off during happy hour.

You still don't get it. It's not the cost of the free drinks, it's the lost revenue from people not purchasing drinks in the ship's bars.

 

If you are a drinker, $19 a day is an excellent deal, depending on what it includes, such as wine with dinner etc. If you don't drink, then it's a really bad deal and I'm sure that NCL has done their homework and reckon that they can still make a profit, balancing out the drinkers and non drinkers.

THEY COULD OF ALSO GIVE US FREE SOFT DRINKS

I keep reading all these posts about free soft drinks. If you only drink sodas, do you buy the soda package at the start of the cruise or do you buy your sodas by the can? Just curious.

[sealord]

Sorry to hear about your wife. I hope she comes along quickly. TOCANADA was on about this issue awhile ago. I don't believe he's happy about it either. Not the brightest thing RCL has ever done. I can't imagine why they would want to alienate their most loyal clients - but, gives us lots of opportunity to look elsewhere now.

 

Yes the Xpedition is on our bucket list but not as high as I would like. We've done Australia/New Zealand this year and will be doing the middle east in 2010. If our plans for retiring next year work we'll look at the Xpedition. In the meanwhile please let us know how it goes.

 

Thanks. Yes ... we are looking forward to cruising other lines as well. I do have one 'open' booking, and I probably should use up my 'Royal' points before I cancel the RCI Visa card ... so I should be aboard RCCL at least once before I start my hiatus. (Another point about that 'card', even though it says on the website that you get double points for charges on RCI, you don't get them for charges on Celebrity. They have there own card, and it does not count toward RCCL. Go figure.) We will be back for the right itinerary and price, but the RCCL ports are not convenient for us anyway.

 

And, yes the Xpedition is on our bucket list. The last checked off item was 'zip lining' in Costa Rica ... what a rush. All of the CC reviews of the Galapagos trip have been either a 5 or a 5+. Also, it is an 'all inclusive' cruise, so "these" issues do not apply. It is certainly more expensive than many other cruises, but the reviews indicate that you are getting a lot of bang for the buck. We will let you know how it goes. With only 95 guests, and a small ship, the whole thing is probably like a CL.

[jac0753]

If a Diamond Plus member drinks in the Diamond club, does he or she drink for free. I understand RC's desire to make up for their loses, (as a RC stockholder I feel their pain)however, they advertise concierge services as a "benefit" for Diamond members. How much are they actually paying for a bottle of alcohol or a beer? Not very much. If space was an issue, they couldn't have found another place for Diamond members to meet. It's a shame to justify the separation of Diamond from Diamond plus members based available space. And offering a 25% discount may sound like a fair compromise to the wine drinkers but others see it differently.

[montgomeryfamily]

Jbond, we buy the soft drink package for the cruise--at $6.00 per day plus gratituty, so not cheap (actually RCL has the most expensive soda package for adults than any of the other cruise lines).

 

I think that many adults who don't drink alcoholic beverages purchase the soda package. So I would not consider this to be an adequate as the only non-alcoholic beverage choice, especially since the "VIP" reception is going to take the place of the Diamond/Diamond Plus event.

 

Non-alcoholic speciality beverages are very inexpensive to make, so there would be very little cost to Royal Caribbean.

 

I still think that giving two coupons per day for Diamond/Diamond Plus members to get the beverage of their choice would be the best compromise. This allows everyone to obtain what they want and it limits the cost. We have stayed in many hotel chains that offer a complimentary mgr. reception/happy hour and most of them use the two coupon per day per person limit.

 

As a stockholder, I am concerned also concerned about the cost of the open bars in the evening. I would rather limit the cost of the amenity to a reasonable amount and have the stockholder credit combinable with the other Diamond/Diamond Plus benefits.

 

Ironically, Princess used to limit their stockholder benefit such that it was not combinable with any Princess granted obc, such as from booking on board. But just this last few months Princess changed their program so that the stockholder credit is combinable with other Princess granted obc or special offers (except the special discounted fares given to travel agents). Now it looks like Royal Caribbean is going in the direction that Princess once took but that Princess decided to change.

[hellosailer]

If a Diamond Plus member drinks in the Diamond club, does he or she drink for free.

 

Well, I have just assumed that Plussers would have to pay for drinks, if they wish to use the Diamond Lounge. Not the wine and champers though!!!

 

We don't drink, so it won't affect us.

[Alamogirl]

jump ship and find one that appreciates your money and loyalty.

 

I hope and pray you ALL do !!! And hopefully soon! This "thread" is amazing ... it just never ends... weeks later it goes on and on! I have NEVER in my life seen grown adults act or behave this badly for a couple of perks. Even down to wishing bankruptcy !!! Are you people for real ???? RCCL did give you Diamonds something back and it STILL isn't enough... you'll never be satisfied will you .. ? Good Lord .. please find another cruise line .. ASAP .. and take all your misery with you . Maybe you'll even find a shoulder to cry on elsewhere and a sympathetic ear or two. Sorry .. but you won't be missed here !!

 

PS .. I can "almost" guarantee that MOST of you (no matter HOW MUCH you complain and carry on ) WILL remain with RCCL no matter what. You'll either stay OR return. Have a feeling RCCL knows that too !

 

WAY TO GO, someone who feels the way I do. After all of this whining and Bi--ing RCl will continue to get our vote - no need to try others!!

[sculptress]

I would love to email someone at RCCL to take their reply with me to ensure admittance to the CL. Unfortunately, here in the UK I have had no notification of the future policies reagarding the changes and have no idea what address I should use. Any help would be appreciated. If this Concierge, Kenneth, has got things wrong, I would like to be able to quote company policy, chapter and verse, to him.

 

Even though I feel these postings on CC are helpful, I think it would be more beneficial if we write directy to Mr. Goldstein with our remarks on how we feel. Below is the information where you can send your information to him and reach RCI. :cool:

Adam Goldstein (President and CEO of Royal Caribbean International)

Royal Caribbean International

1050 Caribbean Way

Miami, FL 33132-2096

800-398-9819

305-539-6000

His direct email address is the following: agoldstein@rccl.com

You can also write to Richard Fain (Chairman & Chief Executive Officer of Royal Caribbean Cruises, Ltd.) at the same address above.

[sealord]

Originally Posted by sealord

Actually, Curley, I have my Crown & Anchor application form right in front of me. The only 'disclaimer' on the form says, "Terms and Conditions Available On Request".;)

 

Oh, so you never even bothered to find out what they might be?? Why wouldn't that surprise me?? Well they are on the website and other brochures describing the C/A levels.

 

Actually, it does not matter any more than the disclaimer on the back of my ski lift ticket, which basicly says that the ski area management can take out a gun and shoot me, and they shall be held blameless. The "Terms and Conditions" are meaningless, if the offer is not backed up with some 'integrity'.

 

In view of the fact that it is clear that the 'loyalty' committment necessary to gain the 'benefit' is long term, it is implied that the earned benefit would be long term as well. No one would spend ten years 'collecting box tops' (or cruises), if the promised benefit was expected to disappear like a popcorn f*rt. This situation is like having the referee take points away from the 'visiting' team, after the game is over. Where is Mr. Spock when he is desperately needed?

[bmazzo]

I hope and pray you ALL do !!! And hopefully soon! This "thread" is amazing ... it just never ends... weeks later it goes on and on! I have NEVER in my life seen grown adults act or behave this badly for a couple of perks. Even down to wishing bankruptcy !!! Are you people for real ???? RCCL did give you Diamonds something back and it STILL isn't enough... you'll never be satisfied will you .. ? Good Lord .. please find another cruise line .. ASAP .. and take all your misery with you . Maybe you'll even find a shoulder to cry on elsewhere and a sympathetic ear or two. Sorry .. but you won't be missed here !!

 

PS .. I can "almost" guarantee that MOST of you (no matter HOW MUCH you complain and carry on ) WILL remain with RCCL no matter what. You'll either stay OR return. Have a feeling RCCL knows that too !

 

WAY TO GO, someone who feels the way I do. After all of this whining and Bi--ing RCl will continue to get our vote - no need to try others!!

 

 

Amen! All of the other passangers on board will be as as pleasent as the crew :)

[jbond]

Non-alcoholic speciality beverages are very inexpensive to make, so there would be very little cost to Royal Caribbean.

They are marginally more expensive than the alcoholic version. The cost of the alcohol in a drink is between 50 and 65 cents, according to a previous poster on this thread. Again, you are missing the point. Free drinks cost little, I agree, but they generate ZERO onboard revenue, that's the reason for the change. In the pre-change CL, I believe the only non-alcoholic beverages available were soda and water. I am curious to see when this does happen in September to see if sodas, the dreadful fruit punch and beer will be available. I wouldn't be surprised to see them added to the programme. In the early days of the CL's, we have been in CL's where beer was not standard and you had to request the concierge to stock it.

[sealord]

I hope and pray you ALL do !!! And hopefully soon! This "thread" is amazing ... it just never ends... weeks later it goes on and on! I have NEVER in my life seen grown adults act or behave this badly for a couple of perks. Even down to wishing bankruptcy !!! Are you people for real ???? RCCL did give you Diamonds something back and it STILL isn't enough... you'll never be satisfied will you .. ? Good Lord .. please find another cruise line .. ASAP .. and take all your misery with you . Maybe you'll even find a shoulder to cry on elsewhere and a sympathetic ear or two. Sorry .. but you won't be missed here !!

 

PS .. I can "almost" guarantee that MOST of you (no matter HOW MUCH you complain and carry on ) WILL remain with RCCL no matter what. You'll either stay OR return. Have a feeling RCCL knows that too !

 

WAY TO GO, someone who feels the way I do. After all of this whining and Bi--ing RCl will continue to get our vote - no need to try others!!

 

Goodness gracious 'Tex' ... take a few breaths. You sound like Santa Ana and his boys are about to come through your front windows. People with differing points of view are having a discussion here. Getting 'parental' and 'judgemental' about others behaviour just causes "crossed transactions". None of us are being 'forced' to 'participate' here.

 

"Sorry .. but you won't be missed here !!" ... good line.

 

"RCCL did give you Diamonds something back and it STILL isn't enough..."

 

Another good line with which I agree. They took away far more than they gave back. The 'game' was over and the home team had lost by a three point field goal. Then, the referee took seven points away from the visiting team. No problem, right? Oh, then, the referee gave three points back to the visiting team ... might take some higher mathematics for some to figure this out ... but the visitors still lost, and the home team walked away with the trophy. :confused: Fairness? Equity? :confused: