We are RCCL Diamond Plus with 73 total cruises, so we are reasonably qualified to offer our view! This cruise (1/11/2014) on the Serenade of the Seas left us with one overriding thought: What is wrong with this ship which doesn't come close to offering the level of service we have come to expect from RCCL? In general, the staff was surly, unfriendly, and apparently unhappy ... and the lack of smiles, greetings, and other signs of caring were startling missing. This applied to all levels ... officers, included. For the first time in years, no one bothered either to ask our names, let alone make an attempt to remember them. We used the Windjammer (buffet) extensively, and unlike the service in this area on other RCCL ships, we were basically ignored by the wait staff ... no one offered us drinks or refills, no one offered to help to me as I tried to balance plates and silverware while dealing with a mobility difficulty, and tables remained littered with used dishes for long periods of time. Just not up to standard!
We had minor dealings with the Concierge, who was less than friendly and actually came across as somewhat arrogant and a little insulting as he "talked down" to us (the "old folk?").
One promise of help from Guest Services never happened; and another request had to be repeated later in the week before being handled.
We chose to handle our own tipping rather than have it added automatically to our account. On the last evening, we left an envelope (containing more than the recommended amount), on the bed for our cabin steward. When we've done this on other ships, the steward has always left a brief "thank you" note. But not this time ... and that summed up the approach to service throughout the entire ship.
We admit, freely, that RCCL is our favorite cruise line; but, if this had been our first cruise with them, we would never have returned.