Go Back   CruiseMates Cruise Community and Forums > Cruise Lines (Mainstream) > Princess Cruise Lines
Register Forgot Password?

Reply
 
LinkBack Thread Tools Search this Thread Display Modes
  #1 (permalink)  
Old June 9th, 2006, 11:42 PM
Member
Familiar Face
 
Join Date: Oct 2005
Location: Camarillo, CA
Posts: 38
Default WARNING ABOUT CABIN D-741 ON THE DIAMOND PRINCESS

:evil: We just returned from an Alaska cruise on the Diamond Princess, Vancouver to Whittier, booked in aft balcony cabin D-741. In a word, IT STINKS!

Here's the problem. On the Star and the Grand the odors from the garbage grinder in the kitchen are vented out through the aft filters that vent on the Prominade Deck; that's the odor you get on the Grand when you stand on the Prominade Deck overlooking the wake at the stern. On the Diamond, however, the vent is piped so that odor blows directly into the balcony of cabin D-741. The fan does not just blow the stench out the back of the ship, the vent is aimed so that it blows the stench directly into the balcony of cabin D-741 and straight toward the sliding door. (On the other hand, there’s no smell at all while standing at the aft Prominade Deck overview of the wake on the Diamond, while that’s a very, very smelly place on the Grand!) (Another person said that the very same problem exists on the Sapphire's cabin D-740, which is on the opposite side of the same filter room.)

Additionally, the cabin D-741 balcony has a very wide support structure which obstructs the view from inside the cabin, so we really considered ourselves to have an obstructed view ocean view cabin. It certainly wasn’t the aft balcony cabin we’d thought we were booking because the stench was so bad that we could not use the balcony at all.

We talked to Amber Baskiville, the Senior Assistant Purser in charge of Passenger Relations, and she sent at least three staff/ crew members up to investigate. Finally she admitted that Princess has been aware of the problem for some time and that only the Legal Department can make adjustments on this problem to make sure that all who complain are compensated the same to be fair. After three days of talking to people in the Purser’s office, she offered to move us into another cabin for one night, but we'd have to move back to D-741 the next day because a new entertainer or somebody was coming onboard who was going to be in the other room after that. We decided not to take her up on the offer to move ourselves twice; we take cruises because we don't want to pack up and move every night!

Our biggest source of consternation, though, was that it was obvious from our conversations with Amber Baskiville that Princess has known about that problem for quite a while and still allows the cabin to be booked. Customer Service and a crew member both told us that it will take one week of the cabin being empty to tear everything apart and re-pipe the vent correctly. However, they said, as long as travel agents book that cabin for passengers, they won’t have a week during which they can do the work. We asked how travel agents could possibly know not to book it if Princess didn’t simply move somebody out or take it off the market until repairs were made, and the answer was that a different department handles bookings & sales and that Customer Service has no influence on the bookings & sales department. We know for a fact that the Ms. Baskiville knew about the problem before we talked to her because she told us that at the glaciers we might think the problem had been repaired, but that it would come back as soon as we set sail —and she was right.

We are not claiming that this completely ruined our cruise; Alaskan ports are wonderful and our land tour 3N was even better. However, we paid for a balcony cabin, but were very disappointed because in essence we had the equivalent of an obstructed view ocean view cabin. This was our 5th aft balcony cabin, and up till now we really used them a lot. We're talking to Princess about compensating us the differnece between the values of the two cabin categories, but in the meantime wanted to warn others NOT to book cabin D-741 on the Diamond or cabin D-740 on the Sapphire.

Charlotte
__________________
May you have fair winds and following seas,

Mike & Charlotte
28 cruises down, next up: Carnival Victory May 17; Royal Princess July 7; Sapphire Princess September 12
Reply With Quote
Sponsored Links
  #2 (permalink)  
Old June 14th, 2006, 04:46 PM
flamomo's Avatar
Senior Member
Cruise Maniac
 
Join Date: Jan 2006
Location: Near Tampa, Florida
Posts: 125
Default

Thanks for the warning. We are planning to book a repeat cruise to Hawaii in early 2008, and my understanding is that the Diamond will be sailing that 15 day itinerary statrting in the fall of 2007. We sure would not want to chance that cabin with it's attendant garbage stench.
Really appreciate the heads-up. I made note of it so we'll aviod it when we book.
__________________
Past Cruises:
2004 Coral Princess - Panama Canal
2005 Sun Princess - Eastern Caribbean
1/06 Island Princess - Hawaii
2/07 Sea Princess - Southern Caribbean
11/07 Golden Princess - Mexican Riviera
3/08 Diamond Princess - Hawaii
11/9/08 Tahitan Princess - Tahiti & French Polynesia

Booked cruises:
9/13/09 Star Princess - Alaska
3/14/10 Golden Princess - Hawaii
Reply With Quote
  #3 (permalink)  
Old July 8th, 2006, 06:42 PM
Member
Familiar Face
 
Join Date: Oct 2005
Location: Camarillo, CA
Posts: 38
Default CHEAPSKATES!

:evil: We received a response from Princess. They say, "As a goodwill gesture, we weould like to offer an onboard credit of USD $100 ($50 per person) to enhance your next cruise. What a joke!

We paid for a balcony that was totally unusable because of the stench. There's more than $50 per person difference in price between a balcony and inside cabin.

Will write again.

Charlotte
__________________
May you have fair winds and following seas,

Mike & Charlotte
28 cruises down, next up: Carnival Victory May 17; Royal Princess July 7; Sapphire Princess September 12
Reply With Quote
  #4 (permalink)  
Old July 18th, 2006, 01:38 PM
Member
Familiar Face
 
Join Date: Oct 2005
Location: Camarillo, CA
Posts: 38
Default [b]THEY SAY THAT WAS THEIR FINAL OFFER[/b]

The following just arrived from Princess.

"Dear Mr. and Mrs. Craven:

"Thank you for your most recent correspondence in reposnse to our letter of July 5 regarding your experience onboard Diamond Princess. We are sorry you consider our initial response did not adequately address your concerns regarding your stateroom. Passenger satisfaction is important to us, and we appreciate the opportunity to respond further.

"We assure you, all of your concerns were taken into consideration in our response to your original letter. We do wish that every facet of your time aboard had met all of your expectations. However, we believe that our response adequately addressed your concerns and we must, therefore, respectfully deny your requst for further compensation.

Mr. and Mrs. Craven, we appreciate the time you have taken to advise us of your continued concern. We sincerely hope you will take advantage of our goodwill offer and join us on another sailing. Until then, we send our kind regards.

Sincerely,

Megan Small
Specialist, passenger Relations"

So what they are saying is that, although they wish we had liked every minute of our time aboard, they are perfectly happy to offer us $50 per person onboard credit on a future cruise to compensate us for the fact that they charged us $400 per person for a balcony that we could not use because they vented the garbage grinder onto the balcony.

Nice guys, those Princess people! Sounds like a money maker for them to me.

Charlotte
__________________
May you have fair winds and following seas,

Mike & Charlotte
28 cruises down, next up: Carnival Victory May 17; Royal Princess July 7; Sapphire Princess September 12
Reply With Quote
  #5 (permalink)  
Old July 18th, 2006, 08:32 PM
JeanS's Avatar
Senior Member
Admiral
 
Join Date: Jun 2003
Location: So. California
Posts: 1,494
Default

Well, I think that's pretty disgusting of what Princess offered you. I think you should continue to pursue this under you get adequate compensation! Speaking only to "customer service" isn't good enough, they are limited in what they can do, and you need to go to higher levels to get what is due you. There is NO rule saying you cannot approach the president of the company!

My husband (who has to be one of the best letter-writers in the world!) just got us a free 14 day cruise to replace the one we just went on with Celebrity. They completely mis-represented themselves by stating they had "one wheelchair lift available for at least one pool and one jacuzzi on board". When we were ready to get into the pool, we asked them to please bring out the lift. From the expression on their faces, you think we had just told them we were aliens and were taking over the ship!

There were numerous other access concerns that we had onboard, and, after writing a very well composed letter to Celebirty, they offered us this free cruise.

Good luck to you! I hope you continue to pursue this matter and that they offer you better compensation....a good offer to a good customer will cost them a lot less than bad publicity!!
__________________

8/92 Mex. Riv. Commodore
9/98, 9/00, 9/02 & 7/04 Caribbean - Paradise
10/00, 08/05 Pac. Wtrs. Holiday, Monarch
04/06 Hawaii - Celebrity Summit
09/07 Alaska - Celebrity Summit
07/09 Western Caribbean RCCL Liberty of the Seas
Reply With Quote
  #6 (permalink)  
Old July 19th, 2006, 01:15 PM
Paul Motter's Avatar
Administrator
Admiral
 
Join Date: Aug 2000
Location: in my office!
Posts: 10,844
Send a message via AIM to Paul Motter
Default

That Stinks! (sorry, couldn't resist). But, I agree with you that is unacceptable in terms of a compensation. If your travel agent has any pull I would also ask them to advocate on your behalf.

$50 shipboard credit on a future cruise is less than an average incentive they use several times a year to get people to book. Balcony cabins are offered $100 credit during Princess sales that happen about every three months.
Reply With Quote
  #7 (permalink)  
Old July 30th, 2006, 02:10 PM
Member
Familiar Face
 
Join Date: Oct 2005
Location: Camarillo, CA
Posts: 38
Default I READ THE CONTRACT OF PASSAGE, AND IT WAS GOOD!

In preparing my response to Princess' second letter and second offer of $50 per person onboard credit on a future cruise, I thought it might be a good idea to read that "contract of passage" that travel writers like to talk about.

Let's call it fortunate geography. In dispute resolution, there are three steps spelled out. First, the "initial claim" must be received within 15 days of the end of the cruise. Mine was.

Second, any suit must be filed within 6 months of the end of the cruise. I hadn't even thought of sueing, but I read on, and that's where the fortune of geography entered the picture.

From all the magazine articles I'd read, I'd gathered that to file a lawsuit with any cruise line, you had to go to Miami. However, Princess' headquarters happens to be in Santa Clarita, CA, which is about 35 miles from our house. The Contract of Passage says that any suit must be filed in Los Angeles County, CA. We live in an adjacent county, but there is a LA County courthouse branch with a small claims court about 20 miles away.

We'll send the third letter out tomorrow to everybody we can think of except Customer Relations, but if they continue to offer $50 per person onboard credit on a future cruise, and since they mentioned it, after that I think we'll just file in small claims court.

Even if we don't prevail, they will be forced to send somebody other than a lawyer to defend it or automatically lose. But we still think that our request to be reimbursed the difference between what we paid for and what they gave us is fair. Their people knew about the problem months before we boarded. They upgraded other people and could just as easily have offered us a change, along with the reason, and we'd most likely have taken the offer, but they never notified us of a problem. Further, the Purser's office person told us that it would take the cabin's being vacant for a week so they could fix it, but that the sales offices kept booking people into the cabin.

The difference in price between our category balcony cabin for that cruise and the highest priced ocean view cabin was $400 per person, and that's what we want. Generally, the cruise linies' specification of a place where suits MUST be filed discourages people from pursuing their claims, but in this case I hope that the fortune of geography will at least make that an ace up our sleeve, so to speak.

Charlotte[/b]
__________________
May you have fair winds and following seas,

Mike & Charlotte
28 cruises down, next up: Carnival Victory May 17; Royal Princess July 7; Sapphire Princess September 12
Reply With Quote
  #8 (permalink)  
Old August 15th, 2006, 11:38 PM
Member
Familiar Face
 
Join Date: Oct 2005
Location: Camarillo, CA
Posts: 38
Default AND THE REPLY IS.....

I'll let their reply speak for itself.

"Dear Mrs. Craven,

"Thank you for your most recent correspondence addressed to the President of Princess Cruises, Alan Buckelew, in response to our letter of July 14, regarding your experience onboard Diamond Princess. Your letter has been forwarded to the Customer Relations Department for response. We are sorry you considered our initial response did not adequately address your concerns. Passenger satisfaction is important to us, and we appreciate the opportunity to respond further.

"We regret to learn of your continued concern regarding your experience aborad Diamond Princess and note that you weould prefer to receive a response from executive management. However, the Passenger Relations Department handles all post-cruie issues, and we respond on behalf of all levels of the management team. We work with many departments within the organization to secure appropriate information relative to each passenger's concerns and to formulate equitable responses. This process is continually monitored by senior management at all levels.

"If any mameer of management who is copied on our original letter receives subsequent correspondence from a passenger, it is forwarded to the Passenger Relations Department for further response and coordination with appropriate departments for resolution. Although other departments and members of management may be involved in reaching an appropriate resolution, you will continue to receive follow-up correspondence only from the Passenger Relations Department. Again, we are sorry for any misunderstanding created by these procedures.

"Mrs. Craven, again, thank you for contacting our office. We understand this is not the response you were seeking, and we regret we would be unable to offer further assistance to you in this matter. Please note that further communication with our office will not generate a change in resolution. While we cannot honor your request for remuneration, we continue to send our kind regards.

Sincerely, Megan Small
Specialist, Passenter Relations"
__________________
May you have fair winds and following seas,

Mike & Charlotte
28 cruises down, next up: Carnival Victory May 17; Royal Princess July 7; Sapphire Princess September 12
Reply With Quote
  #9 (permalink)  
Old September 11th, 2006, 06:30 PM
Member
Familiar Face
 
Join Date: Oct 2005
Location: Camarillo, CA
Posts: 38
Default

To update on this, we filed our suit in Los Angeles County Superior Court, Small Claims Division last week. The Sheriff is going to serve the notice. The trial date is in October. I'll post what happens.
Charlotte
__________________
May you have fair winds and following seas,

Mike & Charlotte
28 cruises down, next up: Carnival Victory May 17; Royal Princess July 7; Sapphire Princess September 12
Reply With Quote
  #10 (permalink)  
Old September 28th, 2006, 04:20 PM
Junior Member
Beginner
 
Join Date: Sep 2006
Posts: 2
Default

Very interesting experience you had, and what a bummer! We were considering a Princess cruise to Tahiti, but now will have to mull it over a little more before deciding if they are the cruise line for us.

Just curious though... it looks like you're booked on a Princess cruise in 2007 (Royal?). Will you go on Princess again after this bad experience?
Reply With Quote
Reply

Bookmarks

Tags
aft, cabin, cabins, cruise, d741, diamond, difference, empty, odor, person, princess, sapphire, ships, smell, vancouver, warning, whithier

Similar Threads
Thread Thread Starter Forum Replies Last Post
Warning: Reading Warning Lables Causes Eye Strain Kuki Carnival Cruise Lines 4 February 4th, 2010 08:17 PM
Warning : Reading Warning Labels May Cause Eye Strain Kuki Chit - Chat for Cruisers 4 February 4th, 2010 03:06 AM
Diamond Princess Cabin Question Alan Rubin Princess Cruise Lines 1 July 7th, 2007 06:36 PM
Princess Diamond: Booking "Best Aailable" Cabin Winterpeg Princess Cruise Lines 3 July 24th, 2006 07:41 PM
Diamond Princess cabin shellysh Princess Cruise Lines 8 December 21st, 2004 06:15 PM


Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On


 

All times are GMT -4. The time now is 11:24 AM.
design by: Themes by Design

Powered by vBulletin® Version 3.8.7 Beta 1
Copyright ©2000 - 2014, vBulletin Solutions, Inc.
Search Engine Friendly URLs by vBSEO 3.6.1