The ship is an engineering marvel. From the moment we approached the vessel from the pier, I was awestruck by its enormity. It is very impressive.

Having spent the better part of a twenty year career working as a Hospitality and Marketing Professional, I suppose I understand better than most that facilities do not an experience make. The facilities (ship) are simply the canvas upon which the memories can be painted through rich and engaging experiences facilitated by caring service professionals. Although my background includes some of the most recognizable luxury brands, I also realize that expert service is not the exclusive domain of the luxury brand. High quality service can forever embellish a memory and more importantly drive the highest levels of customer satisfaction. When that happens, loyal customers are created.

Unfortunately that service component was noticeably poor on our recent cruise. From the lack of warm and friendly staff to the gratuity driven smiles on the final day, it is clear that the culture aboard this particular ship is or has become oblivious to the opportunity to enrich the passenger experience through service. Read more