We are Diamond Members and are often suite guests. We recently sailed on the Freedom of the Seas from Port Canaveral on January 7, 2013, and stayed in a Royal Family Suite. While parts of the cruise were fine, we are extremely concerned with the noticeable decline in quality and service that we experienced with Royal Caribbean. I have listed below our primary concerns.

SUITE -- We stayed in 8414 which is a Royal Family Suite. The room steward was phenomenal, professional, and helpful. However, we were extremely unhappy with the decline of quality in the suite. The suite has aged and clearly has not been maintained. The curtain to the deck had many holes and tears in it. The sheets were ripped and stained, and we repeatedly had cheap, torn and frayed towels. I took photos and will upload them if I can figure out how to do that. On prior journeys, the lounge chairs on the decks had a special large white towels that went over the headpiece of the lounge chair. On this journey, there were not only no towels covering the two dirty blue plastic lounge chair cushions, but we were told that we had to go up to the pool area with our key card to get towels and that we would have to do this every time we needed new towels for the chairs. We were shocked. As suite guests, towels for lounge chairs should be readily available. We addressed this issue to the concierge who made arrangements only after several of our complaints and after requesting to meet with the hotel director. Our room steward also did her best to get towels. However, we should not have had to fight to get towels in our suite to use on lounge chairs.

CUSTOMER SERVICE -- The service provided by our room steward, the guest services desk, our head waiter, and much of the dining staff was outstanding. However, we were very disappointed with some other employees. First, the concierge was not helpful until we would ask to speak with someone above him. I mentioned this in the previous paragraph. He was also very condescending and embarrassed my daughter who was with us regarding how she was dressed. We have never had problems with any prior concierge. As I mentioned, I had asked that the concierge arrange a meeting with the hotel director on the first day of the cruise as I had many concerns. I asked repeatedly, but nothing was ever arranged. On the last day of our cruise, I saw the hotel director after the Farewell Show. I approached him, introduced myself as a suite guest and as a Diamond member, and told him that I had asked to meet with him during the cruise. He was not aware of any request. I then told him that we had a number of concerns and that if he doesn't have time now, I could send him an email to address my concerns. He rudely told me that he doesn't give out his personal email. I was shocked once again. Other RCCL employees have always given me their RCCL email address or a business card. Instead, the hotel director rudely pushed me off to someone who worked for him. And while this employee listened, we were surprised by the hotel director's rudeness and lack of concern, especially with concerns of suite guests and Diamond members. Read more