In September 2008 we took a 10-day cruise from Montreal to New York City. After booking and paying for the trip we were informed that the port of Newport (where we were so looking forward to a tour of the mansions) was being replaced by New England (where the transportation was on school buses to a downtown that was boarded up with out of business storefronts). Not once in 10 days were we called by name. The gym staff spent so much time watching Soap Opera's that the equipment was sticky by the end of the cruise....and finally the menus were uninspiring (and food used to be one of the HALmarks of this particular cruise line). We filled out a scathing customer comment card...expecting some type of follow up from the company. None was forthcoming and when I called them, I was told that the on-board cards are used for statistical purposes only and are not read.
We had cruised 4 times onboard Celebrity ships. We've always been happy. So we booked for this short 4-night cruise onboard that Celebrity Mercury. It was so refreshing to have the baggage handlers greet us. The Cabin attendant called us by name every time he saw us. The Gym Supervisor was awesome...even though it was the last week of her 9 months on board. The food was great. We were asked by many staff what they could do to make this the most memorable cruise. Outstanding! We filled out a comment card with some suggestions but with many accolades as well. Today, we received a telephone call from Celebrity thanking us for filling out the card....and asking for any other feedback! TRUE Guest service! I cannot speak highly enough of Celebrity and their level of service and I come from a background of Marketing & Sales for one of the highest rated sightseeing trains in the world....a company that was built on the definition of Marketing...."Satisfying the wants and needs of the guest".
Publication Date: 10/22/09
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