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Old May 28th, 2013, 05:12 PM
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Exclamation This will end our Royal Relationship!!

My iPad was left in my stateroom. RCCL lost and found department has been unhelpful to say the least! I am so disappointed with them, they have made me regret spending a dollar with them after this treatment. I am still waiting on a phone call from xxxxx, the supervisor, not sure what that is going to do since after waiting 5 days for a callback from xxxxxx I was advised to "call the police"! Call the police??? Really that is the best they can tell me? My IPad was not robbed, my husband left it on the bed, well..I left it, said...honey grab that stuff off the bed and he didn't get my iPad. We left the ship then I realized he hadn't gotten it. I don't feel like I should bother law enforcement with that, but since they want me to treat this as a theft between us and the stateroom attendant I guess I have to. Of course the cruiseline has refused to supply the stateroom attendants full name for the police report. Hmmmm???? I've been on so many cruises I've stopped counting many with royal, it makes me sad to realize once my money is spent and I'm off the ship, I am of no longer a concern. I hope they don't make another raggedy dollar, and I hope to convenience my mom and the other 4 cabins booked today on the quantum will cancel. I plan to email everyone in the company if I have to until someone at least makes an effort to treat am like a valued customer. At this point I am not feeling the love from royal, and I have a big mouth and with over 59 cruises under my belt, a pretty significant blog following. I'll use every opportunity to discourage anyone who will listen from sailing royal Caribbean
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Old May 28th, 2013, 05:36 PM
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So another debarking passenger couldn't have taken it, which is the more likely scenario as opposed to your cabin attendant stealing it?
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Old May 28th, 2013, 05:54 PM
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I don't think so, the door of the cabin wasn't left open, the cruiseline is suggesting charges be brought up on the stateroom attendant, that is they're resolution. I realize your a loyal fan of royal, but I don't need anyone else making excuses for them, it is what it is, obviously gone and will be replaced, still their treatment of this past guest is unacceptable
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Old May 28th, 2013, 06:00 PM
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I'm assuming you booked this directly with RCCL and not through an agent, because it would have been better to have an agent working on your behalf than for you to do all the work yourself.

But with that said, did you at least purchase the travel insurance? This can also be of help in situations like this.

I'm sorry you had a problem and no one should have to go through this. It also shows that you should always either take everything of importance with you when you leave the stateroom or lock it up in the safe. Often, the stateroom attendants will leave the doors open when cleaning the cabins, so while it is their responsibility, it's quite possible another passenger slipped in unnoticed and stole the item.

No matter, the first thing that is suppose to happen is they are to notify Security and they, in turn, are to complete a formal report. It is not acceptable for them to ignore these procedures. If you notify the police later, one of the first things they're going to do is talk to Security and request a copy of the report along with statements from them as to what investigations were done and the results.

I always suggest documenting in detail everything that happened; who you spoke to including the date and time, and their response, if any. That way if a more formal complaint needs to be filed with their corporate office or to the police (or both), then you have specific information to give to them. If the staff on the ship refuses to do anything or will not provide information/documentation to you, then make sure to include that in your log so you can give that to the police as well.

If you have any agent, get in touch with them immediately via phone or email to advise them of the situation as their assistance can be invaluable because they have contacts not available to you.

But the biggest advice I can offer is don't get overly upset by the situation. Don't let it ruin your vacation. It's only a piece of equipment that can be replaced. It's not like someone got injured or killed. So deal with it as best you can while on the ship and then when you get off the ship, let your agent take care of it. But don't get so upset that you let it spoil an otherwise nice vacation for you and your family. I'm not trying to make light of the situation; on the contrary, I definitely think it's something that needs to be addressed and a satisfactory resolution should be presented. And I know you're upset about the lack of assistance you got and the lackadaisical attitude of the staff. But getting emotional about it will only make matters worse and you won't enjoy anything else even if everything else was great. This is especially important if you have children with you.

Let's hope that RCCL will make whole and everything will turn out okay. Hate to see people suffer problems like this and then have the crew exacerbate the situation by not responding appropriately.

But again, rule number one is always book with an agent because when you have problems like this, who do you think the cruise line represents? Then you can let your agent deal with this and take the load off your shoulders; that's what they are there for, so let them do their job. Just makes your life much easier and less stressful.

Let us know what you find out and what happens with this - we'll be anxious to hear how it goes.

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Old May 28th, 2013, 06:14 PM
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Thanks Pete! No travel insurance but I know better next time. I've spoken to 6 representatives in the lost and found dept, all of whom gave me different policies and procedures that should have/have not happened, somewhere someone dropped the ball and now all they are telling me is oh well...I was being warm transferred finally to the supervisor, xxxxx, got disconnected, no surprise there, called back and was in hold forever to get through again only to be told she was in a meeting. So I just sent an email to the general comments, of course they say to wait 48 hours for a reply, I'm not holding my breath.
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Old May 28th, 2013, 06:34 PM
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Well, I was just asking the question and not trying to offer excuses for RCI. As you may know, the cabin attendants usually will prop open cabin doors as guests depart so they can be accessed by the staff without having to key in to the cabins continuously. This can happen after you leave, even though you shut the door.

My understanding is on turnaround day the cabin attendants aren't the only ones working the cabins. They have a process to strip beds and so forth that involves more than just the normal attendants.

Please do not post the names of Royal Caribbean employees in your posts about this. As you can see, we've had to edit them from your previous posts. It is not fair to those employees.
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Old May 28th, 2013, 06:48 PM
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Sorry but I thought I was posting in a nuetral zone, why not just delete the whole freaking thread?
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Old May 28th, 2013, 06:56 PM
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By chance do you have the tracking device so many people have with IPads? Not sure if it is something that comes automatically, with an Ipad of not.

Posting the crew names in this instance serves no purpose,and honestly, do you really think that anyone will cancel their cruise due to your situation?
They may just become more aware, after reading this.

I sympathize with your loss,I really do..maybe a claim from your homeowners insurance?
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Old May 28th, 2013, 06:59 PM
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Well, unfortunately, as we've learned from dealing with the cruise lines for a very long time, sometimes the squeaky wheel......

In the class 'How To Run A Cruise Line 101', I think they teach how to put up alot of roadblocks to discourage passengers from continuing to complain. Think of it this way, if they have 1000 complaints and get 900 of them so irritated with the system that they just quit trying, then they only have to worry about solving 100 complaints. It's a numbers game to them.

As I've posted before; Lee Iaccoca said in his book, and I'm paraphrasing here, "It takes a lifetime to gain a customer's loyalty, but only seconds to lose it." He believed in doing whatever was necessary to keep the customer happy. He also said that a happy customer will tell 3 to 5 people about their experience, but an unhappy customer will tell 8 to 10 people. Of course, that was before the internet, so now you could multiply those figures by tens of thousands, but the principle is the same. He said you may lose money taking care of one problem, but in the end you'll make that money up many times because you've now got that customer for life.

It's too bad many companies (including cruise lines) do not believe in those principles.

Wish you good luck in your quest, but my best advice is don't give up. Be the squeaky wheel.

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Old May 28th, 2013, 07:03 PM
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Probably no one will cancel no, in fact I don't expect anyone to do anything even give sympathy, but the cruise line could have done a better job with the customer service I received AFTER THE FACT. I will not shut up about this long after I replace my IPad.
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Old May 28th, 2013, 07:06 PM
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Quote:
Originally Posted by Trip View Post
By chance do you have the tracking device so many people have with IPads? Not sure if it is something that comes automatically, with an Ipad of not.
I have an app called 'Lookout' on my iPad and iPhone. It offers missing device tracking and other features. I think it was free.
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Old May 28th, 2013, 07:07 PM
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I do have a tracking device, however it only works when the iPad is online. Mine is password protected and basically a paper weight to anyone who is not an experienced hacker. The lost message displays my phone number but its been so many days, unless the thief has a charger it's useless
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Old May 28th, 2013, 07:07 PM
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Trip, I was thinking the same thing. Most of the new technology has the tracking or GPS capability. If it was activated then you can pull up the exact location of your equipment. The key here is, you have to have activated it. I really hope you recover your property.
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Old May 28th, 2013, 08:57 PM
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Gosh, I hope you get some help from Royal Caribbean, so sorry for your loss. How about the credit card that you may have used to purchase it, sometimes you have that kind of coverage, something I would try at this point.

I too see, the doors left open when leaving the ship, how many passengers, crew, etc. pass by all those cabins...I think it is difficult to think your cabin attendant took it, they also have a few helpers and on the last day of the cruise, everyone is busy working, very difficult to watch every cabin that they think is empty....I truly hope you get something for your loss....Keep us posted.
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Old May 29th, 2013, 06:30 AM
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First of all as someone who has left stuff behind, it sucks. I have always felt that I deserve half the blame. BUT there is no excuse Royal Caribbean to be rude. We had damaged luggage on Carnival, our first cruise. I gave up complaining when I kept getting no response.

Last Oct we were on Oasis of the Seas. As we were leaving an attendant opened several rooms. These rooms were nicer than ours and we stepped inside and looked around. Only after about the third cabin did someone see us and tell us we really shouldn't be in there. We told them we were just checking out the cabins for our next cruise. He said ok but we really should not be in the rooms. Trust me when I say we were in there before any attendant!!!

But again that does not excuse RCCL from being rude. I'm sure they deal with thousand of issues every week you would think they would be better at it.
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Old May 29th, 2013, 08:33 AM
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Actually, Beachbum, I too have done the same thing....they were cleaning cabins and we were walking by a suite, just had to have a quick look....there was no one in there....It is very possible someone else walked in their cabin, noticed the I-pad and figured it was left behind....Sure doesn't make the cruise line responsible??
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Old May 29th, 2013, 02:23 PM
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As travel agents, we're always going into cabins to check them out, especially if it's a ship we've never been on before. We usually do this when we first get on the ship before people have moved into their cabin or on the last day after they've moved out. If there's anyone around, I always ask if it's okay, but alot of times there is no one around to ask. So we'll just walk in, take a few quick pictures, and walk out without anyone saying anything to us.

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Old May 29th, 2013, 05:07 PM
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I am actually more sympathetic to original poster's plight.

Not that there can be any way of proving that the room steward (or anyone else for that matter) took the Ipad. You can't.

Yes, the OP was responsible for accidentally leaving it behind. But....

I've left a few more minor things in cabins along the way; a windbreaker hanging in the closet and the like. The cruise line's "lost and found departments" are pretty much useless. When you contact them, they say the will "investigate", but it's rare to ever hear back from them.

In this case, it sounds as if they didn't even respond enough to take the call.

In my view it is much more likely that an RCI staff member (whether a cabin steward or someone helping to strip the room), than a passing guest found the Ipad on the bed, realized the guests were gone, and took it.

If found by a cabin attendant it could have easily been turned in to guest relations, have them check the guests name, and have head office contact them via email or through their emergency contact #.

Sadly, I don't think any of them go that far.

However, the bottom line is RCI is not responsible for the loss, anymore than some beach bar would be if you left a camera on the beach.

It is quite possible that the poster's home owner's insurance would cover the loss. Many of these policies do cover stuff like that, not just items within the home.
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Old May 30th, 2013, 01:40 PM
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Thanks for feeling my pain Kuki! Yes I do take full responsibility for leaving my ipod, even let hubby offthe hook! I am just disappointed with the treatment I got after the fact. Finally received a callback from the supervisor this morning who had nothing more to add, she was unaware of the promises her staff made prior to her phone call so I was left with more empty promises that she would have them to follow up immediately, but its been 4 hours. I'd like to just stop dealing with them on this issue but I need a report for my insurance and rccl, next suggested course of action is to file criminal charges, that is pretty surprising
To me that they would wish to handle this in this manner. I would think there would be a better recourse? I mean isn't filing charges with the police a bit pointless and a waste of our local tax payer money, and I am local. My personal information is on that iPad, I am concerned about that info being I'm the wrong hands. If I wipe it out with the find app, it will also delete the app Nd no longer be able to be located, real catch 22. I am just not sure how to proceed.

And yes, my mom still held on the phone for almost 2 hours to book us on the Quantum, the day diamond plus members were able to do advance bookings, same day I was getting the run around about the IPad....I guess I'm still gonna go, seeing as how I'm not paying for it, lol! ;-). Oh the hardship
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Old May 30th, 2013, 04:34 PM
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Did you follow up with your homeowners inurance? Hope that works for you.
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Old May 30th, 2013, 05:34 PM
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A few years ago my wife was an area director and she had 12 managers and 24 asst. manager who reported to her. She would take her laptop and later her iPad on cruises so she could do her reports. Finally she decided that she would just "leave those things at home" since she was on vacation. I know sometimes you can't just leave them but whenever possible leave 'em and enjoy the vacation.
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Old May 30th, 2013, 06:17 PM
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Earlier this month I sailed on the Enchantment of the Seas. On the second day of the cruise I was looking for a pen and went through all the cabinets. I found a camera, charger and several other items of value. I took them to the Customer Service Desk and turned them in. The young lady who took them said they would review the logs and see if anyone had reported them lost. She also said something that surprised me. She said very little property gets turned in by passengers, they usually keep whatever they find. That is not my style and I figured whoever left it there probably had all their pictures on there and it would be quite a loss to them.
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Old May 30th, 2013, 07:43 PM
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Hi Villager,
Yep, that was the right thing to do, especially with vacation pics on the camera...I hope the owner got them back....I too would of turned them in, good for you!
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Old May 30th, 2013, 08:14 PM
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We use a 'second party verification' process on debarkation morning when both of us are cruising. This is something we do in the nuclear power industry for critical steps of a procedure. I check a drawer and my wife then checks the drawer and agrees with me it is empty, nothing under the bed, nothing on the bed, nothing in the bathroom cabinets, and so forth. I know it sounds nerdy, but it works.
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Old May 30th, 2013, 09:09 PM
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Dave your system may sound nerdy but it works. My wife and I use a similar one, and it works for us.

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Old May 30th, 2013, 10:24 PM
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My wife and I use the same system.
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Old May 31st, 2013, 12:22 AM
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Same with us. In fact, the last thing we do on every cruise is my wife will stand at the door and watch me go around the room and check everything one last time. That includes picking up each pillow as well as the bedspread and sheets, and checking under the bed. Sounds redundant, but we've never left anything.

I've heard of people forgetting to check their safe. In fact, I saw on TV where one couple left around $10,000 in jewelry in their safe, if you can believe that! They didn't realize it until they got to the street. They immediately notified the staff, who got in touch with security, who went and opened the safe. Luckily, everything was still there and the couple got their stuff back. But can you imagine being so dumb to leave that kind of valuables in a safe? I can't imagine them being so dumb to bring that much stuff on a cruise in the first place! But hey, to each their own.

Pete
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  #28 (permalink)  
Old June 1st, 2013, 09:35 PM
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Quote:
Originally Posted by Manuel View Post
Dave your system may sound nerdy but it works. My wife and I use a similar one, and it works for us.

TM
Maybe WE need a "third-party verification system" as my wife and myself put together do not add up to one observant person.
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Old September 18th, 2013, 11:12 AM
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or the real simple solution is - you are on a vacation - no need for cell phone, tablets, laptops, or even expensive jewelry....

remember this happens on other lines too.
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Old September 18th, 2013, 02:10 PM
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We live in a world of no accountability - do something foolish, and then try to vent and blame everyone else.

Not only could any of the staff have "helped themselves" to the iPad left behind, but as they open cabins to clean them in port...another passenger who happened to walk by and see it sitting on the bed had the potential to walk in and just say "I left something behind" and take it.

The odds of recovering it more than 30 minutes after the fact are extremely small.

Sorry for the loss...but the same thing could happen in a restaurant, a coffee shop, or other place.
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