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-   -   insulting comment from staff member (http://www.cruisemates.com/forum/celebrity/395062-insulting-comment-staff-member.html)

CRUISESHIPKRIS March 11th, 2013 01:47 PM

insulting comment from staff member
 
We just returned from the constellation. we booked the penthouse suite 6148 (room was fabulous). The first day shortly after sailing from miami, our daughter (32 ) decided to get a bite to eat in the buffet area, she was approachd by a restaurant manager who told her she looked offensive and would need to leave and put a shirt on. I can understnd if a shirt is required however the way this man approached her was out of line. They should have a sign at the entrance . If the ship hadn't already sailed, we would have walked off. If it weren't for our attendant Johnothan and our daughers attendant Mohammed the trip would have been a disaster. Service at bar was slow, food was disappointing, casino was a joke. We have never had a bad cruise experience so this was a first. By the way our daughter is 5 2 and weighs 110. Wonder if we will get an apology?:mad:

Trip March 11th, 2013 01:52 PM

Rude comments are never ok,and sorry your daughter was offended. Did you go to the pursers desk to let them know of this situation?

What was wrong in the casino,and what dining options did you dine in?

CRUISESHIPKRIS March 11th, 2013 02:01 PM

Oh yes we did indeed complain, they called the stateroom several times and asked what they could do, when we suggested a couple of things they said they would get back to us, needless to say they never did anything. WE were finally contacted and told the complaint would be forwarded to the corporate office. as far as the casino, we tried three machines that malfunctioned on the first pull, we had to go looking for a person to come to the machine after waiting over 15 min. on each machine even though we hit the service button.

CRUISESHIPKRIS March 11th, 2013 02:04 PM

We dined in oceanliners which was good, the brunch was very good, buffet was lacking selection, often cold, dining room was very hurried. The lamb shank was great!

Donna March 11th, 2013 04:08 PM

Very sorry to hear about your expierence on ths cruise and I hope this doesn't put you off cruising in the future...Sometimes, it can be hit or miss. I don't understand what the problem was in the buffet, what was your daughter wearing that they thought was offensive??

Ron March 11th, 2013 04:49 PM

With all due respect, I think that since you said the mgr. said your daughter looked offensive, I think you should describe exactly what she was wearing that the mgr. thought was offensive. Since he told her she had to put a shirt on, was she topless or what??

Donna March 11th, 2013 05:12 PM

I am wondering if she was just wearing a bathing suit without a cover-up?? We all know that is frowned upon in the buffet even?? It may help us better understand what exactly the problem was??

CRUISESHIPKRIS March 11th, 2013 05:29 PM

Our daughter was wearing a bathing suit top and white capris. She is pretty small chested so she was not pouring out of anything. The sad thing is she cried the first night and refused to dine with us, and only joined us for dinner twice. It has not spoiled us to cruising as I am already looking to booking the next.

BernieG March 11th, 2013 05:49 PM

She's 32 and cried and refused to go to dinner because she was told to put a top on? Oh Please. She should know better. There are plenty of signs asking for no bathing suits.

CRUISESHIPKRIS March 11th, 2013 06:08 PM

Yes she cried and refused to go to the dining room, that may be hard for you to understand, she could have gone off on the guy maybe that would have been better in your eyes. By the way there is NO sign anywhere, I addressed that and they said it would be a wise idea on their part to post one.

Trip March 11th, 2013 06:26 PM

It sounds like this staff member may need a course in, saying what he feels he needs to say, in a more tactful way,and I'm not saying what your daughter was wearing was offensive, but, the way you convey a message in the service industry, is all important.

In any situation, anywhere, if I was told, someone would get back to me,and they didn't, it would get to me as well..

Glad to see you are looking into another cruise.

CRUISESHIPKRIS March 11th, 2013 06:35 PM

Yes the message could have and should have been conveyed differently. We had to convince our daughter to take the trip with us as she recently lost her fiance who was to travel with us, she did not want to go without him.

Manuel March 12th, 2013 09:15 PM

I feel bad for your daughter and the fact that the person who complained about her attire was not diplomatic.

I think that it was the wrong time for your daughter to take a cruise. Losing one's fiance is not a small deal.

I suspect that her crying had a lot to do with the sadness she was feeling.

I wish her well and hope that happiness comes to her in the future.

TM

CRUISESHIPKRIS March 12th, 2013 09:40 PM

Thanks so much, we thought it would be good for her to join us and as did her future in laws, (maybe we made the wrong decision) I know it was difficult for her to see happy young couples but we managed some really good family quiet time. I know that the loss made her especially sensitive.

Trip March 12th, 2013 10:08 PM

I am so sorry for your daughter's loss..Both famililies desire for her to try and enjoy some down time, came from all the love. Hope time will heal her heart.

CRUISESHIPKRIS March 12th, 2013 10:22 PM

Thanks for the comment, she is a strong young woman and in time, with lots of love, patience and understanding her heart will heal. I now know we have two ears and one mouth for a reason, I am listening twice as much as I am talking ( a first for me as a Mother). Thank again for the kind words

CruisingTheWaves April 18th, 2013 09:00 AM

i felt the need to comment on this post as something similar happened to me on the reflection last month. however, i certainly did not let it ruin my cruise or refuse to dine in any of the venues.

due to the 30 minute chair rule out by the pool, my husband and i often had to eat breakfast by ourselves while one of us stayed with our chairs. i went in for two things, some bacon and some potatoes. i walked in to the oceanview cafe wearing a crochet cover up over my bathing suit. while i was helping myself to some of the potatoes one of the oceanview cafe managers approached me and said, "i'm sorry, but i am going to have to ask you to leave the cafe." i looked at him, dumbfounded. excuse me? he continued, "we have a dress code and what you are wearing is inappropriate."

my cover up had "holes" in it because it was crocheted yarn, however it still covered my body. i said, "what do you mean, i am wearing a coverup." he proceeds to say, "that is not a cover up." :shock: EXCUSE ME? i didn't ask for him to tell me what a cover up was or wasn't.

my eyes narrowed and i looked at him and said loudly, "excuse me? i have worn this cover up on many cruises in this cafe and i have never had a problem." at this point i am sure people were looking at us, but i was persistent. he said, "ma'am, we have a dress code."

"yes, and i am following it. but if you are going to be difficult then at least let me get my breakfast before you make me go all the way down to my room to change my COVER UP." he backed off and i finished dipping my breakfast.

then, i went and sat down in the front of the restaurant and ate my breakfast. he walked by several times tending to other duties and i gave him an eye and he avoided me like the plague after that. he offended me and i let him know it and then didn't let him stop me from enjoying my breakfast where i was entitled to. i saw him in there throughout the duration of the cruise after that, and he never said anything to me again. i did not complain to the front desk, i assume he thought my reaction would warrent that.

my opinion on this is, there are usually people in the front of oceanview giving out hand sanitizer before passengers enter the cafe. if they had SUCH a problem with the way i was dressed, they should have informed me before i entered the establishment. as i said, i was covered, i was wearing flip flops, and this man still proceeded to tell me i wasn't dressed appropriately after i had entered the cafe. this is not okay. they need to make sure people are aware of the expectations in the oceanview before they have to awkwardly approach someone and imply that they look offensive.

maybe i just have a different personality than the OP's daughter, but never once did i cry about this situation. i was very miffed. this crew member angered me and i let him know it. then he backed off when he realized he wasn't informing, but offending. and, i probably continued to wear that cover up in there in spite of his comment, yet he never said a word to me again rofl

CruisingTheWaves April 18th, 2013 09:07 AM

Quote:

Originally Posted by CRUISESHIPKRIS (Post 1467022)
Yes the message could have and should have been conveyed differently. We had to convince our daughter to take the trip with us as she recently lost her fiance who was to travel with us, she did not want to go without him.

just read this and it makes sense now. i was in a similar situation last june (although different because i did not actually lose my fiance, long story short he'd made me feel like i had) and went on a vacation with my parents that he was supposed to come with us. any tiny little thing might have made me cry on that vacation because he was supposed to be there. so while in a normal situation i still think the crew member was out of line, the emotional turmoil she was experiencing was not due to the comment, but what was going on in her life at the time. i am so sorry she is going through this pain. i can't even imagine. but i still don't think it would warrant your refusal to sail had you not already been sailing.

johnthed0g April 18th, 2013 11:24 AM

I am not surprised that she was asked to moderate her dress, it is bad manners to not wear a cover up indoors & especially in an eating area. Perfectly usual behaviour to dress modestly in these areas. Good for the staff member who actually told her to do this too many are too afraid to say anything.

CruisingChick April 22nd, 2013 11:53 AM

Maybe it's a health department or CDC issue. They've had a few ships lately that have gotten very low scores during CDC inspections. I don't know why they have to be offensive and rude about it though. There's no call for that.

shycruiser June 17th, 2013 01:31 PM

it is okay for the crew to do their job. it is not okay to treat a client like they committed some type of crime (in this situation, at least). as the PO said, no signs were posted. perhaps the daughter should have been more careful, but i don't believe two wrongs make a right here. the way this employee handled the situation was definitely a wrong. but one which was intentional where as the PO's daughter's choice of clothing appears to sound like it was not intentional to offend anyone.

number one rule in good customer service is the diffuse a bad situation from getting worse. they could have simply asked her kindly to put on a cover/top and then return. it needn't have been that rude.

shycruiser June 17th, 2013 01:32 PM

and to the PO, i am so sorry your daughter when through such a horrible experience.

i am glad you complained and that this went to the head office. as i mentioned in my previous reply here, there was a right way to handle this situation and a wrong way.

clearly, this employee had handled it the wrong way.

shycruiser June 17th, 2013 01:38 PM

Quote:

Originally Posted by BernieG (Post 1467016)
She's 32 and cried and refused to go to dinner because she was told to put a top on? Oh Please. She should know better. There are plenty of signs asking for no bathing suits.

here's a line i hope you will take to heart:

"Be kind. Everyone you meet is fighting a difficult battle."

age should not have to matter here. we all go through difficult times of our lives that may make us more vulnerable to any given situation. as there were no signs posted, the daughter's intent was most likely not meant to be harmful.

regardless of whether she showed poor judgement or not, there was a right way to handle the situation and a wrong way.

i say this celebrity employee handled it the wrong way. very unprofessional - customer service is about diffusing a situation from getting worse. this is what i train my people at work. obviously this person failed to do just that.

Dhill June 22nd, 2013 09:40 AM

Really that little sitution ruined your whole cruise get over it. So someone told your daughter to cover up and she couldnt wear a bathing suit top into the resturaunt big deal.:shock:

big apple June 23rd, 2013 12:55 PM

Based on the attire I have seen in the Lido, I am in agreement with enforcing the dress code in all restaurants on the ship and not just the Lido.There are adequate eating places that you may remain in your bathing attire. Keep on enforcing!

Ron June 24th, 2013 12:19 AM

Before hanging the staff from the yardarm, remember there are two sides to every story. Not saying one side is swayed in any way, but no one here has seen the clothing that was worn and I'm sure it would be interesting to see same.
Most everyone seems to be blaming the staff-- how many times do we see posts criticizing the cruise lines for NOT enforcing the dress codes --if we want them to enforce the dress, then don't be so quick to criticize them when they do without their side of the story.
Just my opinion, which is worthless to anyone but me. ;)
Sail on-- dressed, undressed or in between-- but sail on ! :) :)

dkjretired June 24th, 2013 08:32 AM

Quote:

Originally Posted by Ron (Post 1477053)
Before hanging the staff from the yardarm, remember there are two sides to every story. Not saying one side is swayed in any way, but no one here has seen the clothing that was worn and I'm sure it would be interesting to see same.
Most everyone seems to be blaming the staff-- how many times do we see posts criticizing the cruise lines for NOT enforcing the dress codes --if we want them to enforce the dress, then don't be so quick to criticize them when they do without their side of the story.
Just my opinion, which is worthless to anyone but me. ;)
Sail on-- dressed, undressed or in between-- but sail on ! :) :)

Didn't want to say anything but you are correct, also, the comments made to the woman as related on this board are third party comments. Not saying anyone is lying but there are always two sides to every story. We will never hear the side of the employee...

Donna June 24th, 2013 08:44 AM

At this point, I would love to hear what the staff member has to say about the ordeal....Yep, always two sides to the story...

felix_the_cat June 24th, 2013 02:41 PM

There are 3 sides to every story - one side says yes the second side says no and the third side says the truth.

Not that I do or don't believe this one. For some people a bathing suit uncovered is fine at a dining venue, for others it is not. (I'm of the cover up variety.)

Some take offense at anything some can laugh it off. In a case such as this one, where sensitivity was really needed, how the waiter suppose to know just how sensitive the passenger was. Being as upset as she already was for what she had lost, she may have been too upset and just not able to cope with anything.

Whether she was attractive, slim, middle of the road, has nothing to do with it.

dkjretired June 24th, 2013 06:55 PM

Just a quick mention of Celebrity's web site:

Note that T-shirts, swimsuits, robes, bare feet, tank tops, baseball caps and pool wear are not allowed in the main restaurant or specialty restaurants at any time. Shorts and flip-flops are not allowed in the evening hours. The appropriate dress code will be enforced at all restaurants. Additionally, you are asked to follow the "Smart Casual & Above" dress code in the Celebrity Theater for all evening performances.


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