Letter to Diamond Members (Merged Threads)

[sealord]

I am also pleased with a compromise. I would like to suggest that anyone else who originally emailed to complain and is now happy with the changes, email again and say 'thanks for listening'

 

Actually, from reading 'these' opinions, I have to say that RCI succeeded in putting a bandaid on the wound that they caused. However, the wound has not healed and there will be a scar ... the benefits we racked up ten cruises to get ... most notable being the CL ... are still 'gone'. So we will cruise again on RCCL some day, but this event has caused us to realize that cruising the same line all the time is a lot like Bill Murray's "Groundhog Day". We have now decided to go for a little more variety. We had already done a 'book on board' open booking, but we will now be trying other cruise lines before we come back.

 

By the way ... the cancellation fallout may have 'fallen' far and wide. Three weeks ago our cruise on the Celebrity Xpedition in September was totally sold out. Not any more. There are plenty of vacant rooms now. Of course, 'final payment' is not due until June, so there is always going to be shifting about. It may have had nothing to do with this debacle.:rolleyes:

 

I also must admit that the most recent change, if I'm reading it correctly, will bring the Vision class back into consideration.

[GEORGET]

As one of the whiners on the last post, I an glad that RCCL have decided to listen to its customers.

In September I hope they have another rethink on all the other cutbacks not changed.

 

As some say 25% off drinks is better than nothing, I agree but i used to have 100% OFF In the CL.

 

One thing that I would like to point out is that LA Terre Wine and Champagne is about the same price as house drinks, beer and they are dearer than soda so why the limitation?

[UCONN Women Rule]

The title to this thread seems to imply that most people are happy with the 'new' Diamond benefits. I think the champange that used to be served at the 'free' functions was not good. I expect that the free wine served at the new happy hour will not be a wine I will like to drink. So I get 25% discount on drinks. Will we still get crudite? strawberries? cheese? hot appetizers? We live on the west coast a plane ride away from the Freedom or Oasis classes of ships. We just got the Mariner for Mexico. I was so excited when we heard about the move we flew to Orlando to take a 'preview' cruise last year.

 

The 'assistant' will be available from 8-10 each morning. That means if we would like help getting reservations at Chops or Portofinos on embarcation day we will be out of luck. We have decided at the last minute to go to the ice show. It was very convenient to be able to get tickets.

 

This change in benefits without changing the qualifications to reach the different C&A levels seems to show that 'overcrowding' is not the primary concern. But the money spent providing freebies to loyal customers.

 

All of the reductions in benefits and services has resulted in our looking at other cruiselines a lot more often then we did in the past. No reason to book on board as we have done so often in the past.

 

It appears to me that the overcrowding will still be occurring if RCCL doesn't "grandfather" present members and increase the number to 15 to become a Diamond member. This would stop new member growth for approximately 5 years. Mr. Goldstein, this is an answer that would maintain loyalty to long time customers that you shouldn't lose. REINSTATE full benefits if "OVERCROWDING" is your real reasoning. If it isn't then tell us that you need to make more money to pay for your megaships!!!

[Blizzard54]

I agree with all of this....

 

How ya doin' BTW, John? :) It's been a while... I just compared our upcoming cruises and it doesn't look like we'll be crossing paths anytime soon. Give you lovely bride a hug from me, would ya?

Hi there

It looks like we will miss each other on the Radiance by 30 days.

 

Take care, we will probably cross paths again someday.

[Catnip]

if it isn't then tell us that you need to make more money o pay for your megaships!!!

 

 

lmao!!!!!!!!!!

[sealord]

Hi,

 

Just out of curiosity, what used to be included in the concierge lounge for diamond members (and still is until July)? Were guests allowed to get more than wine and champagne for free... were they only able to order some prepared drinks, or did they have the ability to order any drink for free.

 

Thanks.

 

From the Capachino and Latte's in the morning (actually all day) to the happy hour in the evening it 'was' pretty nice. They had a nice breakfast set up ... and a toaster. Have you ever had hot toast, or English muffin, or bagel on a cruise ship that would actually melt butter ... and did not have the texture of a large crouton? A nice setting with one wall of glass (good view), (Radiance Class) and the happy hour was a "top shelf" affair. Good wines and good mixed drinks ... whatever you wanted, along with hors d' vours. The drink selection was limited, but all good quality. No foo foo drinks ... just the simple stuff. They also had nice comfortable chairs that have never found anywhere else on the ship. Oh well. (sigh)

[SherriZ366]

A continental breakfast is all that has ever been offered in the CL. Why is it now not OK for the Diamond morning fare? I think this all is a fair compromise and so does my Diamond best friend.

The best thing about the continental breakfast in the CL or DL is the quiet atmosphere.

[gwinel]

What do the non drinkers get out of this??

 

What did the non drinkers lose?

[SherriZ366]

Well i think the RCCL listened, they could not return all the benefits but at least they have tired to placate the loyal customers.

 

I am happy again.

agree

[lakette3]

Everyone has a right to their opinion but I for one think it is a good compromise. I am involved in a business where we had to cut back. Believe it or not our employees hated to see some of the benefits change but they are still committed to doing a great job. If things change financially we hope to reward them in the future.

 

Most of the uproar was about the Diamond members not being told in advance and the fact that they would not be able to use the concierge lounge. They have offered a compromise and individuals need to accept or reject what I think is a good faith effort. Of course it is about marketing, that is what businesses do.

 

I for one love RCCL and will continue to enjoy their ships free drink or no free drink.

[Brad1185]

What did the non drinkers lose?

 

Non drinkers lost the sodas and cup-a-chinos

[attitudeda]

Just got this e-mail:

 

Thank you for your e-mail regarding your benefits. We apologize for any delay in our response. You are a valued member and we appreciate you taking the time to write us regarding your comments, suggestions and concerns. You will be happy to hear we have recently made some new adjustments. Please see the below letter to our members from Royal Caribbean International President, Adam Goldstein.

Dear Crown & Anchor Diamond and Diamond Plus Members,

I am writing to provide you with an update regarding the recent changes to our Crown & Anchor Loyalty Program.

Let me begin by thanking you for being loyal customers of Royal Caribbean International. These are remarkable times economic challenges, new modes of communication, amazing new ships and so many other changes that impact our lives at every turn. Especially in these times, we appreciate your loyalty as our Crown & Anchor Diamond and Diamond Plus members.

As you may know, we recently announced a number of changes to our Crown & Anchor Loyalty Program. Many of our Diamond Members have expressed considerable unhappiness about the change in eligibility for access to our Concierge Lounges. While we knew the reaction would be negative, it has been more negative then we anticipated. This underscores how phenomenally passionate our most loyal customers are about their Royal Caribbean experiences. We believe one of our strengths that inspires such loyalty is our ability to learn from others and especially from our Crown & Anchor customers. With this in mind, I will comment on the change in eligibility regarding our Concierge Lounges and also inform you of some new enhancements that will improve your experience onboard our ships.

Our decision to limit access to the Concierge Lounges was based on the unfortunate but inescapable fact that we cannot deliver an acceptable experience in lounges that were never designed to handle so many people. 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.

Before I address the additional initiatives we will implement, I would like to summarize the physical or hardware status of our fleet as it relates to Concierge Lounges and Diamond Lounges, taking into account all 22 Royal Caribbean International ships that are now open for sale.

Five ships (our Freedom class and Oasis class) have both the Concierge Lounges and Diamond Lounges. We are excited about the Concierge Lounge overlooking the Boardwalk and the Diamond Lounge overlooking the Royal Promenade on our forthcoming Oasis of the Seas and Allure of the Seas.

Five ships (Monarch of the Seas, Majesty of the Seas, Vision of the Seas, Grandeur of the Seas and Rhapsody of the Seas) have no Concierge Lounges and two ships (Splendour of the Seas and Legend of the Seas) have limited Concierge Lounges.

Ten ships have Concierge Lounges but no Diamond Lounges (Enchantment of the Seas, as well as the ships in our Voyager class and Radiance class). While we dont currently have plans to add Diamond Lounges to these ships, we will look for opportunities to invest in Diamond Lounges as we go forward.

The strong response from our Diamond members regarding our recent changes demonstrates how much the Concierge Lounges are valued and we clearly should honor that response. 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.

Additionally, we will offer a new continental breakfast from approximately 8 to 10 a.m. in one of the rooms adjacent to the main dining room onboard. During these morning hours, a crew member will be present and will provide services such as obtaining ice show tickets, and other assistance. We believe these changes will address the primary desires our Diamond members have expressed. These enhancements will be instituted on all our ships that dont have a Diamond Lounge today.

A number of Crown & Anchor members have placed the Concierge Lounge issue in the context of a perceived sequence of cutbacks that taken together have reduced the quality of the product we offer. We take these comments seriously. I am pleased to inform you that in 2009 we are seeing one of the most meaningful year-over-year improvements in our guest satisfaction ratings in memory. Apart from the obvious Independence of the Seas entering the fleet, Empress of the Seas and Sovereign of the Seas leaving the fleet and Oasis of the Seas soon to join systemic improvements such as My Time Dining, our suite enhancements, the new debarkation process, and numerous smaller initiatives are being very positively recognized by guests, travel agents and the media.

While we understand not everyone is happy about every change taking place in our fleet, we appreciate your loyalty to our company and we sincerely hope you will continue to choose Royal Caribbean International. It gives us no pleasure to hear from aggrieved Diamond and Diamond Plus customers. Our goal is to earn your advocacy and your return to our fleet by providing you with truly memorable vacations and by recognizing and rewarding your loyalty.

Our mantra at Royal Caribbean International, besides delivering the Wow, is continuous improvement. We constantly strive to find the right balance, so our product evolves in ways that our guests, especially our most loyal guests, are comfortable with. Our ratings and most communications we receive indicate that the balancing is working. However, occasionally we stumble and when we do we try to react quickly. This may be such an instance. We are committed to earning the faith you place in us. I hope the additional enhancements explained in this letter demonstrate our commitment.

Thank you very much for being our customer and for your loyalty to Royal Caribbean International.

Sincerely,

Adam M. Goldstein

President and Chief Executive Officer

Royal Caribbean International

Crown & Anchor Diamond and Diamond Plus Members, we look forward to welcoming you onboard again soon.

Sincerely,

Cara Scott

Crown & Anchor Society

 

If your getting the service on Freedom class & Oasis class ships we should be receiving the same service on all of their ship. Another thing 25% off drinks, it really should be 50% off. But like I said and I'll say it again those who are Diamond members now should be Grandfather in.

 

JMHO

[pandvsmith]

Noticed you are sailing on the Radiance in September. My daughter & I will be sailing on the Radiance on 6/12/09. Taking the #12 cruisetour prior. Hope you are both doing well!

[attitudeda]

What did the non drinkers lose?

 

The Free Sodas

[DavidM64Cruiser]

I have read the letter from Adam Goldstein. While it was nice for RCI to recognize how many Diamonds are upset about this and took "some" action, it wasn't nearly enough. This is hardly a victory. The Diamonds are going to be the red headed step children waiting outside the concierge lounge for crumbs.

 

The 25% discount off of drinks is an insult. The rot-gut wine and champagne will likely be disgusting and not even worth my time to mingle with fellow diamonds.

 

As a suggestion, I would rather RCI provide the Diamond members with drink coupons. 2 per day in your welcome aboard package. This is certainly better than wasting a bunch of cheap wine that we'll end up pouring out and RCI can then control costs.

 

On my recent Seranade of the Seas Voyage, they moved the entire CL up to the Odyssey lounge, which doubles as the late night cigar bar. That bar is one of those totally empty bars.

 

It appears this really isn't about crowding at all. The 25% discount on drinks was the clear message this was totally about cost cutting and taking away their most loyal customer's perks. How about eliminating the stupid fannie packs they leave for us that gets tossed in the trash can.

 

Goldstein mentioned the "enhancements" for suite members. Did anyone review them? I often stay in the GS and there is NOTHING significantly different. These "enhancements" are where our perks are going.

 

I'm not satisfied at all with this entire decision. I think RCI made the biggest mistake since Coke changed it's formula. I already canceled one of my 3 upcoming cruises earlier this week to prove a point. I will now call and cancel #2.

 

This totally will make me seek out other venues. I would have NEVER thought about looking to another cruise line. But, now who cares? I won't have a CL on Holland either.

 

NO LONGER LOYAL TO ROYAL!!!!!!!!!!!!!!!!!!!!!!!!:mad:

[attitudeda]

Actually, from reading 'these' opinions, I have to say that RCI succeeded in putting a bandaid on the wound that they caused. However, the wound has not healed and there will be a scar ... the benefits we racked up ten cruises to get ... most notable being the CL ... are still 'gone'. So we will cruise again on RCCL some day, but this event has caused us to realize that cruising the same line all the time is a lot like Bill Murray's "Groundhog Day". We have now decided to go for a little more variety. We had already done a 'book on board' open booking, but we will now be trying other cruise lines before we come back.

 

By the way ... the cancellation fallout may have 'fallen' far and wide. Three weeks ago our cruise on the Celebrity Xpedition in September was totally sold out. Not any more. There are plenty of vacant rooms now. Of course, 'final payment' is not due until June, so there is always going to be shifting about. It may have had nothing to do with this debacle.:rolleyes:

 

I also must admit that the most recent change, if I'm reading it correctly, will bring the Vision class back into consideration.

 

I totally agree with you. All Diamond members should be grandfather inn. RCI created this problem and now their trying to fix it by cutting diamond benefits. This new rules should be for any member reaching diamond status after September 1, 2009

 

JMHO

[Toddcan]

For the price I am paying for my July sailing on the FoS, I just assumed I got the deed to that room for a time share.. week 28 every year!! oh yea! :D;)

[GEORGET]

If your getting the service on Freedom class & Oasis class ships we should be receiving the same service on all of their ship. Another thing 25% off drinks, it really should be 50% off. But like I said and I'll say it again those who are Diamond members now should be Grandfather in.

 

JMHO

 

I agree,

as I said earlier

price of house wine is the same as other drinks so why the restiction. Is there now a two tier system for diamonds free drinks on there larger ships 25% on others. dont forget the other things that have been withdrawn as well.

[Driftwoodgal]

Hey OB! :)

 

The CL has only offered a continental breakfast. Why should they do more now? :confused:

 

My DH and I love the CL for espresso and a light breakfast. No need to do more. :o

 

If we want more we dine in the Windjammer or the MDR. :)

 

Maybe I misread your post.

 

I hope you are correct about the expresso in the new Diamond area. I wonder if they will only have a coffee urn. They can have their wine and champagne as I don't drink. When talking to the Crown and Anchor rep my complaint was that I was losing the good coffee in the morning. IMHO that is the ONLY place on the ship I could get one.

[rharvey999]

Ok, I must admit I did not, nor cannot, read all the previous posts. My comments will more than likely be redundant to what others have said but if RCCL does indeed read the posts I want them to see another Diamond member acknowledge the "changed changes" and thank them for listening.

 

It is good to know that sites, such as Cruise Critic, can give an venue for folks to vent and express their opinions and that the cruise lines appreciate what is expressed.

 

So a simple thanks to RCCL for welcoming us back.

[negc]

I hope you are correct about the expresso in the new Diamond area. I wonder if they will only have a coffee urn. They can have their wine and champagne as I don't drink. When talking to the Crown and Anchor rep my complaint was that I was losing the good coffee in the morning. IMHO that is the ONLY place on the ship I could get one.

Somehow I doubt that espresso and cappuccino will be available in the room where they will be offering continental breakfasts for Diamond members. In my experience, espresso/cappuccino machines are particularly tempermental and are not usually found in temporary facilities such as what they seemed to be describing in yesterday's announcement. More than likely the arrangement will be more similar to what they do in the special departure lounges with portable coffee urns, trays of pastries, and pitchers of juice, along with cream, milk and packets of sugar and artificial sweetners. I hope I am proven wrong but I wouldn't count on those items being available anywhere other than Cafe Lattetudes. :)

[mgmigs]

for all of you who are happy about the amended changes, have you ever tasted the La Terr wine and the free champagne they serve? the La Terr is awful and gives me a headache. how can that make anyone satisfied? and i agree, the 25% off mixed drinks is insulting. on top of that, we will not be able to socialize with out diamond+ friends unless they decide to forgo their free choice of any drinks in the CL in order to join us for La Terr and cheap "champagne" in the diamond lounge, seems like a fat chance that will happen, so yes, this still is an issue of socialization among other things.

[aurelius180]

I may have misinterpreted Goldetien's email to Diamond members. In the email:

"all 22 Royal Caribbean International ships that are now open for sale" - sure sounds like all the ships are in the market to buyers. They also mentioned "Empress of the Seas and Sovereign of the Seas leaving the fleet" must meant that they have been sold.

Is RCCL selling all their ships to keep afloat?

I hope this means something else.

 

 

They are selling their ships. I bought the Majesty, Monarch and Oasis. Majesty will be the tender for Oasis. Monarch will be one big Diamond Lounge and once it fills I'll sink it. :o

[piercetc4]

i have not read all the posts here- just wanted to say i was glad to get this letter- its a step in the right direction-

[NewarkCC]

Everyone has a right to their opinion but I for one think it is a good compromise. I am involved in a business where we had to cut back. Believe it or not our employees hated to see some of the benefits change but they are still committed to doing a great job. If things change financially we hope to reward them in the future.

 

Most of the uproar was about the Diamond members not being told in advance and the fact that they would not be able to use the concierge lounge. They have offered a compromise and individuals need to accept or reject what I think is a good faith effort. Of course it is about marketing, that is what businesses do.

 

I for one love RCCL and will continue to enjoy their ships free drink or no free drink.

 

If RCI was paying me, I'd be a repeat customer. But I'm paying them. If I told my boss that it will be necessary for me to cut back, and I can only work 35 hours for the same salary because I need ot cut back and take a second job, I wouldn't still have the first one...and RCI still doesn;t have alot of their former customers.