Podcast Cruise 6.0 Review Show is up

[WebmasterMaryJo]

Yes it is weird. We're familiar with FL Tours and they are a good company. I know Pete's regular driver is also very good. About the only thing I can think of is that perhaps he was at the port very early and they weren't quite into the receiving mode yet? Val & I got tho the port around noon.

We took FL Tours also, and the driver got turned around - well, first he went to the Carnival port (I don't think he heard me when I pointed to the huge ship and said, "I think that's our ship.") and then got directions to the Royal Caribbean slip. When he got there the signage wasn't clear and he had to turn around and go a different direction to get us to the drop-off point. Once there, we handed in our luggage and went to sign in. We got there around 1:30, but there still wasn't clear direction on where to go for our driver.

Kelly ran into Pete & Madeline when we were in line to check in and she went to the bathroom. They were having issues at the time, so I feel for them.

I would still recommend FL Tours. They picked us up at the airport and took us to the ship - we had great service with them, and will use them again.

 

[disneysteve]

when someone who is with/leading a large group and/or is someone who heads a company that brings you a lot of business, you would think they would say "yeah, you know what, please have your mother who needs a walker enter via the suites entrance with you"

The random staff person in the check in area would have had no way to know who Pete was or that he was a travel agent or was with a large group (unless Pete chose to share that information). That is all irrelevant. He should have simply been told that he didn't need to abandon his 86-year-old mother and of course she could could check in with him.

 

[TheMaxRebo]

The random staff person in the check in area would have had no way to know who Pete was or that he was a travel agent or was with a large group (unless Pete chose to share that information). That is all irrelevant. He should have simply been told that he didn't need to abandon his 86-year-old mother and of course she could could check in with him.

Fully agree that they should have done that anyway. I guess I would have assumed that if I was running that business I would make sure the people that manage the group (both that did the group sales and that are the sales rep) were there meeting people from the group as they arrived - that it shouldn't have been just a random staff person

 

[disneysteve]

I guess I would have assumed that if I was running that business I would make sure the people that manage the group (both that did the group sales and that are the sales rep) were there meeting people from the group as they arrived - that it shouldn't have been just a random staff person

There were about 260 people in the group, all arriving at different times via different means (hotel shuttles, private cars, Dreams transfers, RCCL transfers, cab, etc.). Unless they had a dedicated check in area for members of the podcast group, it really wouldn't have been possible to have a rep meeting us as we arrived. Although we were all part of the group, we weren't traveling as a group.

 

[sweetpeama]

There were about 260 people in the group, all arriving at different times via different means (hotel shuttles, private cars, Dreams transfers, RCCL transfers, cab, etc.). Unless they had a dedicated check in area for members of the podcast group, it really wouldn't have been possible to have a rep meeting us as we arrived. Although we were all part of the group, we weren't traveling as a group.

An easy way to solve that is to provide something from the cruise line that indicates you are part of a group. Even a colored ribbon or a paper arm band would work sent with a simple letter stating in order for the cruise line groups representative to recognize that you are part of a group please make sure you have this on your person where it can be seen when you arrive at either the port or the bus transfer area. They can also provide a vehicle identification card that could be either flashed or placed in the front window on the passenger side that reads cruise line group travel passengers arriving that is surrendered to the porter upon arrival at the terminal for those not using the bus service.

 

[DSNYDREAMER]

We were a group of 260 people on a ship of 6000. While our sales team recognizes value in our group size and the group coordinators onboard do as well....to everyone else we are 260 individuals. Everyone in that terminal and on that ship are unloading 6000 people and reloading 6000 more. To have everyone know that 260 of that 6000 will have an identifier and thus a different process then everyone else is just not realistic. I actually think it would cause more confusion.

Note: I am referring to the boarding process in this post, not the onboard experience.

 

[DSNYDREAMER]

Fully agree that they should have done that anyway. I guess I would have assumed that if I was running that business I would make sure the people that manage the group (both that did the group sales and that are the sales rep) were there meeting people from the group as they arrived - that it shouldn't have been just a random staff person

To clarify, there isn't one staff person greeting everyone as you arrive (or even 5!). As you arrive at port, there are multiple people along the way directing and guiding you through the process of checking in. It takes only one or two of these many people to be not helpful, or rude, or even wrong in their directions to affect your arrival/check in process. I think this accounts for the huge variance in experiences. For the most part, when you think of how huge an undertaking it is, it is sort of amazing everyone gets on and away on time.

 

[disneysteve]

To clarify, there isn't one staff person greeting everyone as you arrive (or even 5!). As you arrive at port, there are multiple people along the way directing and guiding you through the process of checking in. It takes only one or two of these many people to be not helpful, or rude, or even wrong in their directions to affect your arrival/check in process. I think this accounts for the huge variance in experiences. For the most part, when you think of how huge an undertaking it is, it is sort of amazing everyone gets on and away on time.

I agree 100%. It isn't like checking into a hotel. There isn't one bellman out front and a front desk with 2 clerks. When you pull up, there is an army of guys to handle thousands of suitcases. Then you enter the security area where there are 10 screening stations. Then you go upstairs to check in where there are about 40 agents doing that. Along the way, there are also various other employees directing traffic and such. It's a massive operation.

We were amazed at how quickly and efficiently the whole process was. I realize that Pete had a different experience unfortunately but we got there a bit earlier and it was smooth sailing the whole way. We were on the ship in no time.

 

[disneyland_is_magic]

Oh I didn't think someone from RC should have met Pete and John at the terminal (although, wow if they did) it just seems to me someone from RC either on the ship or on land should have been touching bases with them as head of a large group daily to ensure smoothness for both the group and other guests aboard.
It seemed crazy that their main recourse was via social media rather then a person. Essentially, one person taking extra care for one week could have had the podcast crew raving and glowing with love for RC. It would ensure podcast cruise 7.0 (and beyond) away from Disney, it would have lead to a show of RAVE reviews and a higher intangible commitment from DU to sell the product.
So say RC designates one or two cruise hosts or sales managers as a point of contact to take a few minutes a day and checks on them at dinner, or in the casino, etc and also be available via phone to intervene when issues arise. Say that rep had sent a text to Pete asking if he had boarded and when could he swing by his stateroom to say hello? He/She could have learned about the embarkment situation while it was still happening.
Yeah, all guests are "equal" but RC is a businesss and 230 in the group loving it goes only so far, when it comes time to plan podcast 7.0 what will Pete's inclination be? Return to DCL, I am guessing. We shall have to wait and see it.

 

[RAD]

I agree with Pete on the guest recovery issue. We had to make too many trips to guest services to clear up incorrect charges and where Disney would have just taken care of it the RCL staff seemed to want to make it a battle of wills.

 

[disneysteve]

it just seems to me someone from RC either on the ship or on land should have been touching bases with them as head of a large group

I believe there was a RCCL rep assigned to the group. He attended our events. But his presence couldn't prevent any of the issues folks encountered (Pete's embarkation, blood on Ryno's sheets, Kevin's cologne "scam", etc.). And I would suspect that Pete told the rep about those things after the fact but the damage was already done at that point.

 

[DSNYDREAMER]

Oh I didn't think someone from RC should have met Pete and John at the terminal (although, wow if they did) it just seems to me someone from RC either on the ship or on land should have been touching bases with them as head of a large group daily to ensure smoothness for both the group and other guests aboard.
It seemed crazy that their main recourse was via social media rather then a person. Essentially, one person taking extra care for one week could have had the podcast crew raving and glowing with love for RC. It would ensure podcast cruise 7.0 (and beyond) away from Disney, it would have lead to a show of RAVE reviews and a higher intangible commitment from DU to sell the product.
So say RC designates one or two cruise hosts or sales managers as a point of contact to take a few minutes a day and checks on them at dinner, or in the casino, etc and also be available via phone to intervene when issues arise. Say that rep had sent a text to Pete asking if he had boarded and when could he swing by his stateroom to say hello? He/She could have learned about the embarkment situation while it was still happening.
Yeah, all guests are "equal" but RC is a businesss and 230 in the group loving it goes only so far, when it comes time to plan podcast 7.0 what will Pete's inclination be? Return to DCL, I am guessing. We shall have to wait and see it.

There are a lot of assumptions made here that are not accurate and I feel in fairness to RCCL I should clarify a couple of things. I won't bore you with all of the logistics and who is responsible for what on our podcast cruises but I can assure you RCL was very aware we were onboard and was sure we knew they appreciated our group. Besides the 2 onboard group co-ordinators provided by RCL, on this cruise our sales rep also took time from his schedule to be onboard and assist, we also had his assistant shore side that had helped with one of our issues onboard. John and I were in constant contact with these people from our conference call a few days before sailing all the way to the last morning. Not only did they check in with us daily (multiple times), attend all of our group events, they provided direct numbers to reach them at all times of the day and night.

The boarding process of the Oasis in Port Canaveral is a bit of a mess right now! Fort Lauderdale had this down to a science, it will take a little for PCN to get there. The employees working in the terminal are not Royal Caribbean employees, they are not used to dealing with a ship of this size and it showed!!

I am not sure if you have been on one of our Podcast Cruises before but these are a huge undertaking with many moving parts. There are some things like boarding, and basic customer service issues that we have to leave to the ship. We step in, as would the group co-ordinators, for any issues that need escalation or can't be resolved via the typical procedures. Whether Royal Caribbean or Disney Cruise Line we couldn't do these cruises without the support of the cruise lines and their teams.

There were some issues and miss steps, there is no disputing that. Some can be explained, none can be excused. I am not trying to make excuses for anyone's experience, I do want to be sure we are being as accurate as possible.

 

[disneysteve]

Besides the 2 onboard group co-ordinators provided by RCL, on this cruise our sales rep also took time from his schedule to be onboard and assist, we also had his assistant shore side that had helped with one of our issues onboard.

The employees working in the terminal are not Royal Caribbean employees, they are not used to dealing with a ship of this size and it showed!!

Thanks for adding those details, Tracey. I knew there was one rep because Pete pointed him out at one of our events. I didn't know about the others.

As for the employees in the terminal, I figured the luggage guys and the security crews were not Royal Caribbean employees. What about the people on the 2nd floor where you actually check in to the cruise, get your key card, etc? Are they RCCL employees or are they also 3rd party folks?

 

[Lesverts]

I have yet to be on Royal Caribbean, but have been on their sister company; Celebrity. The guest recovery issues sounded exactly the same to the issues I've had on Celebrity. First time it was the toilets were constantly down in our section of the ship because a large group with multiple young children kept on flushing things down the toilets that shouldn't be. The first response I got was because it was guest caused, it wasn't their problem. Not even an apology for the inconvenience.

2nd time was a dead insect was on my Mom's food. Restaurant staff laughed about it and dismissed it.

The toilet issue wasn't addressed until someone from RCCI, who was on the ship as a guest, intervened to make sure the issue was addressed. The second time it wasn't until I spoke to someone in guest relations that was American did it get handled properly. The second time the head of dining on the ship spoke to me and said very plainly that a lot of crew do not know how to deal with guest issues to a standard that the typical American/Canadian/Brit would accept. And that RCCI is actively trying to recruit Americans/Canadians/Brits/Australians to be front-line staff on their ships.

I told the dining head that it is not that there are issues, it is that the responses seem to make things worse.

 

[DSNYDREAMER]

Thanks for adding those details, Tracey. I knew there was one rep because Pete pointed him out at one of our events. I didn't know about the others.

As for the employees in the terminal, I figured the luggage guys and the security crews were not Royal Caribbean employees. What about the people on the 2nd floor where you actually check in to the cruise, get your key card, etc? Are they RCCL employees or are they also 3rd party folks?

Also 3rd party, there may be a few RCL employees mixed in, but most are 3rd party. This is actually true for most cruise lines, very few staff the terminals with their own people. I believe DCL does in PCN as I see the same people often, but I have cruised DCL from other ports and the terminal folks were 3rd party. Honestly I don't have the exact stats to say which cruise lines use 3rd party employees where, but it is common practice. Airlines will do this as well in some airports.

 

[disneyland_is_magic]

Whoa! I was frankly a little startled you felt my post was too hard on RC or I was spewing inaccuracies. I can imagine your frustration a few issues have overtaken what sounds like a great trip. I also apologize if my interpretations as an average traveler were wrong. But I felt you were too harsh on me.
I am a bit of a dreamer and think all businesses could up their customer service game, so maybe I'm unrealistic. Fact is, it was Pete, Ryno, Michael Bowling and Kevin who blasted RC on social media, not me. I listened to the podcast and it frankly was mostly about the negative things. Indeed, Michael said it was some of the worst food and the worst customer service ever on Instagram. But I am the one being too hard on RC?
My post was just reflecting, wow it sounds like RC missed an opportunity to impress the team and speculating what they could have done better and the fact is Pete, Kevin, etc felt their only recourse was social media not a person! My whole point is, why isn't there a better relationship in place so Kevin doesn't have to ask twitter why he is a scam artist?
It's really too bad, I believed you and others worked incredibly hard but for those of us at home who saw Pete's ranting on FB, the daily fix, the others on Twitter and Instagram, then watched the one hour recap, it's hard for me to reconcile, (and I imagine others) okay so a mess at embarkment, old ladies are getting yelled at with F bombs, Michael says the food and customer service is the worst, Ryno tweeting bloody sheets, Kevin's a scam artist and got lousy service at a restaurant, dirty clothes in room and Kathy said they were yelled at and ridiculed during disembarkment. Then on the podcast essentially no one reported they had been apologized to. You talk to RC several times a day but no apologizes? Kevin made away with a free bottle of cologne. No it was actually just a replacement for a defective product. Holy bananas!
If the poscasters are reporting accurately, I am not sure why my post saying, RC really missed an opportunity, is so out there. As a viewer I walked away with a lower impression of RC for certain. Those are just my own impression, I acknowledge they are both insignificant and probably flawed.

 

[DSNYDREAMER]

Whoa! I was frankly a little startled you felt my post was too hard on RC or I was spewing inaccuracies. I can imagine your frustration a few issues have overtaken what sounds like a great trip. I also apologize if my interpretations as an average traveler were wrong. But I felt you were too harsh on me.
I am a bit of a dreamer and think all businesses could up their customer service game, so maybe I'm unrealistic. Fact is, it was Pete, Ryno, Michael Bowling and Kevin who blasted RC on social media, not me. I listened to the podcast and it frankly was mostly about the negative things. Indeed, Michael said it was some of the worst food and the worst customer service ever on Instagram. But I am the one being too hard on RC?
My post was just reflecting, wow it sounds like RC missed an opportunity to impress the team and speculating what they could have done better and the fact is Pete, Kevin, etc felt their only recourse was social media not a person! My whole point is, why isn't there a better relationship in place so Kevin doesn't have to ask twitter why he is a scam artist?
It's really too bad, I believed you and others worked incredibly hard but for those of us at home who saw Pete's ranting on FB, the daily fix, the others on Twitter and Instagram, then watched the one hour recap, it's hard for me to reconcile, (and I imagine others) okay so a mess at embarkment, old ladies are getting yelled at with F bombs, Michael says the food and customer service is the worst, Ryno tweeting bloody sheets, Kevin's a scam artist and got lousy service at a restaurant, dirty clothes in room and Kathy said they were yelled at and ridiculed during disembarkment. Then on the podcast essentially no one reported they had been apologized to. You talk to RC several times a day but no apologizes? Kevin made away with a free bottle of cologne. No it was actually just a replacement for a defective product. Holy bananas!
If the poscasters are reporting accurately, I am not sure why my post saying, RC really missed an opportunity, is so out there. As a viewer I walked away with a lower impression of RC for certain. Those are just my own impression, I acknowledge they are both insignificant and probably flawed.

My post only refers to the process and logistics of how RCL and group coordinators communicate with a group onboard. With a few facts about the boarding process thrown in. It doesn't comment on any customer service issues, how they were dealt with (or not) or my own personal opinion of the cruise as a passenger. I apologize if you thought I was harsh towards you, certainly not what I was going for.

 

[hockeymomNS]

Thought that I would add my 2 cents here.

This was our first RC cruise and we would choose them again in a heartbeat. Like all of the other reviews, I can only comment on my experience, and to a lesser degree the folks travelling with me.

We took the DIS charter from the Dolphin and to be honest, I am not quite sure what time we arrived. Everything went perfectly on our end. We actually saw a RC employee assist a lady in a wheelchair to the front of the line and onboard. Something is telling me that our small group of six were on board shortly before 12:30. We were in full "yahoo vacation mode" so we turned right and grabbed a drink.

The only complaint that I can think of is the first night in the main dining room. Although my meal was "fine", others at my table did not enjoy their food. However we ate there several nights later and all thoroughly enjoyed our meal.

A small group of us did a meal together and a Secret Santa. There were 31 of us and we had to make the initial reservation in 3 separate groups. I was told to go to the dining room manager when I boarded to link these. I couldn't have received better, more friendly service anywhere!!!! They actually ended up putting us upstairs on Deck 16 in the Solarium Dining Room so we could have more privacy (this is the restaurant that Kathy spoke of). The bonus here was that they didn't charge us the $25.00 fee!!! The service and food here was amazing.

We did the Chocolate and Tequila tour with the gang and it was a blast.

Four of us ziplined in Labadee and would do that again in a heartbeat, although I will agree that the beach can't compare to Castaway.

We aren't gamblers so the casino was a non-issue for us but Corey is right in that the nightlife is incredible. The Nova Scotians could be seen dancing and singing many a night.

We spent a lot of time in the adults only section and it was certainly a highlight.

That is a glimpse of my/our experience. We tried to see all and do all, while relaxing as much as possible and I think that we achieved that balance. We have cruised Disney but would not hesitate to cruise RC again. Both offer perks and downfalls, mostly to everyone's own taste. RC is certainly more affordable and before it is assumed that I haven't thought of what is included in Disney, I have done the math. Again this falls to an individual thing. We don't drink soda so I realize that can be a big issue, for us it is actually a non-issue.

It was a great cruise and cruising with friends is always a bonus.....well done Dreams!

 

[OKW Lover]

Thanks for the review Evelyn. I regret that we didn't get a chance to sit down and have a beverage with you and your gang. So, next trip we owe you two!

 

[disneyland_is_magic]

My post only refers to the process and logistics of how RCL and group coordinators communicate with a group onboard. With a few facts about the boarding process thrown in. It doesn't comment on any customer service issues, how they were dealt with (or not) or my own personal opinion of the cruise as a passenger. I apologize if you thought I was harsh towards you, certainly not what I was going for.

Yes, rereading it I think I was being over-sensitive so I apologize. Thanks for the additional info.