We’ve traveled on Princess many times but have never experiences such great and awful service in a single cruise.
Chef's Table: Fantastic and feel honored to have been selected. The food and wine just kept coming with the Maitre D' and Chef being such wonderful hosts.
Being recognized by a bartender who was on the Diamond during last year’s trip to Alaska on the Diamond - Excellent memory and great service.
Production shows - Best I've seen on any ship, great vocalists and dancers.
A peticular deck waitress that helped me make fresh (Not cold) popcorn for my wife during MUTS. She did comment that making another batch of popcorn would make her shift end 30 minutes late, but insisted on helping me even after I told her to not bother. That's excellent service from a great employee - it's not her fault the Ruby shuts down the popcorn machine 10 minutes after the start of the late movie - a poor decision by her boss.
As mentioned in other reviews, the Deck Staff is just awful. It’s clear many do not want to be there due to the complete lack of warmth and few smiles. In a particular incident, My Wife and I sat at barstools patiently for several minutes with cruise card in hand waiting to be served. Neither bartender acknowledged us, we still figured one would help us after finished with other passengers. To our amazement, (Now with an empty bar) both proceeded to start cleaning up the bar area while completely ignoring us. Eventually I went downstairs to another bar and reported this to the deck supervisor. He immediately apologized saying he saw us upstairs and assumed we were being served. Then mentioned they cannot always pick great employees and that this was apparently a bad apple of the bunch.
While our first trip to the Crown Grill was excellent, It cannot be said of our second visit. After 1 hour and 45 minutes we were still waiting for our steaks. Finally my 75 yr. old Mom became too tired and left leaving with only a dinner salad and bread as the night’s meal. Another couple celebrating their 25th Wedding Anniversary was in the same situation. They were still waiting after almost 2 hours and purchasing a very nice bottle of wine from the sommelier, which was now empty without a meal to enjoy. When this was brought up to a manager, he offered to waive the $25 fee, but gave both tables a hard time when asked for consideration on the wine. Finally after waiting another 20 minutes for a higher level manager did they agree to provide us a bottle the next evening.
This points to an issue we noticed many times: staff level employees are not empowered to make even the smallest decisions or corrections in favor of a passenger – everything is a big deal and requires one or more supervisiors. An example: My wife ordered a bloody Mary she didn’t care for – at any restaurant we’ve visited, it would be changed out for her drink of choice by any bartender – no questions asked. On the Ruby it took 2 different supervisors to make that decision, that’s ridicules and very poor customer service.
My overall impression: long term Princess employees have pride in their jobs and enjoy working with the public. The newer ones in many cases come from countries not heavily recruited by cruise lines in the past. The percentage of employees from India and the Caribbean have gone down, being replaced by Eastern Europeans (Previous Soviet Bloc countries) who’s culture is simply different – to a degree lacking friendliness and warmth we consider to be essential to good customer service.
Does this mean we’ll never cruise Princess again? Certainly not, but it points to some disturbing trends