Discount offered for noise problem on Explorer

addicted2 · #1 (**permalink**) April 6th, 2009, 08:20 PM

We had an Owners suite (#1300) on deck ten, the first night we were kept awake by a loud rattling noise, it sounded like metal banging around in the ceiling, we called guest relation and they sent a security guard, she didn't do much tried to explain it was just the ship moving, not our first deck ten room and knew the noise was not normal. The next day we stopped a maintenance worker walking down the hall and had him listen to the noise. He said it was not normal but couldn't do anything while the ship was moving, told us to sleep with earplugs (told they would get us some but had to chase them down when we were going to bed). The next day at Labadee figured the noise would be fixed, wrong still noisy. The next day at DR had message on phone when got back said somebody crawled between floors and couldn't find anything (maybe because nothing rattles around when the ship isn't moving...duh) Complained again that night, sent more security guards don't know what they could do but say ya that is annoying. Finally the next afternoon we had the First officer, head of maintenance and two other guys in our room, the head of maintenance knew right away that the noise was from the huge vent outside the ship between decks they crawled up there and found it was from outside the ship on the vent doors. We were docked that night in Puerto Rico and they fixed it ,the door was loose and was banging against the outside of the ship. The positive point to all this was that the head of guest relations called the next day and apologized for all the problems and offered a 25% credit from the price we paid for our suite to use on a future cruise. We didn't ask for any compensation just wanted a quiet nights sleep-without earplugs and was very appreciative of their offer, thought it was a very nice gesture and good customer service to keep us loyal to Royal, and now I get to book another cruise

(besides the two already booked)

blueliner · #2 (**permalink**) April 6th, 2009, 09:19 PM

Very nice!

AF1 · #3 (**permalink**) April 10th, 2009, 10:56 AM

Sweet, good for you. I guess its all about the attitude u take when u complain, then u get good results.

ToddDH · #4 (**permalink**) April 10th, 2009, 12:58 PM

You are absolutely right, AF1.

There is an article I wrote on file in the archives that addresses how best to complain.

Long story short, the old adage, "You will attract more bees with honey than with vinegar" generally holds true.

Of course there are many cases where it doesn't work but your chances darn well multiply if you don't come bouncing off a wall.

Todd

addicted2 · #5 (**permalink**) April 10th, 2009, 03:26 PM

Right on attitude is everything. It was very annoying trying to sleep with earplugs, but we kept on it and every day we made sure to politely inform guest relations that the problem was ongoing. At first it seemed like they were blowing it off, probably thought we were crazy drunks just making it up. But because we kept in contact with them and kept complaining the right people eventually came and once they heard the noise and realized what it was it was dealt with and fixed. Granted the cruise was 2/3 over by then but guest relations was the one who called us and apologized and offered the discount. It would have been a different story if nothing had been done or we were ignored but that wasn't the case and we were very impressed with their costumer service. Thats why we will continue to cruise with Royal.

cruisermeg · #6 (**permalink**) April 11th, 2009, 06:12 PM

glad that RCCL finally figured it out and did something to make you happy.

addicted2 · #7 (**permalink**) May 24th, 2009, 01:53 PM

We received our future cruise certificates in the mail yesterday. They were for $613.00 each for me and my hubby. Am currently shopping for a cruise to use them on thinking about the Adventure for a Southern Caribbean itinery, any suggestions.

Pootersdad · #8 (**permalink**) May 25th, 2009, 06:31 AM

Royal Caribbean has a repositioning cruise each year from Boston to south Florida. This year's cruise (on the Jewel) is 10 nights, and leaves Boston on 10-27-09. Next year's is better. It's 13 nights, and goes from Boston to Ft. Lauderdale. Other stops include Aruba and Curacao, as well as other ports.

These repo cruises are generally pretty cheap, comparatively speaking. Check out Royal Caribbean's website if you're interested. We've done this repo several times, and love it.

Russell in MD · #9 (**permalink**) May 25th, 2009, 09:24 AM

Its funny you should post this.

We were on EoS back in the begining of March and when we were waiting to debark I went up and got some pictures of the suite when they were doing turn around stuff and the occupents were gone.

The maintenance folks were in there working on something on the deck above out on the balcony where the hot tub is.

Wonder if there is any relation?

R

addicted2 · #10 (**permalink**) May 28th, 2009, 08:11 PM

Okay so we are booked now, the Adventure leaving on Sept. 27 not bad we booked a D1 balcony on deck ten and with the Platinum discount and the future cruise certificates from the noise problem it will only be $660.00 and we have sky miles to get free flights. Thanks Royal for giving us an almost free cruise. And after this cruise we will have reached Diamond level too.

addicted2 · #11 (**permalink**) August 8th, 2009, 06:54 PM

The cruise price dropped $75.00 so now for the two of us it is only $585.00 there are still rooms available in our catagory so it may drop further too. A noise problem on one ship equals another cruise for less than $45.00 a day. We could have gotten cheaper but am spoiled and won't book anything less than a balcony. Thanks Royal for such great customer service.

addicted2 · #12 (**permalink**) September 10th, 2009, 11:29 AM

Noticed yesterday that the priced dropped again $33 a person. Called and for 20 of the 33 was offered a suite guarantee with the remaining 13 as an onboard credit. Checked this morning and we were given a Grand Suite. All for only a total of 586 for the both of us. Thanks Royal a noise problem on one cruise equals a Grand Suite on another for less than 42 dollars a day. It pays to be loyal to Royal.

VegasCrossfire · #13 (**permalink**) September 12th, 2009, 05:36 PM

Good for you!! I love to hear stories like this.

Many Many years ago, we were on the Norway with friends. We had a terrible noise in our room that started about 6AM every morning. When we complained, they sent the Maintenance people down and they agreed it was awful and figured it had to do with one of the pumps. They acted like nobody had ever mentioned it to them before! Long story short, they did offer us another room - but it was smaller and not nearly as nice as the one we paid for. So we put up with the noise....getting used to being awakened each morning at 6AM. So I'm glad they went a step further with you...I hope you have a GRAND cruise!!