Comment cards DO get read

[Lunyma]

Just 4 days after I returned from Enchantment of the seas, I received this
email from RCI...

ENCHANTMENT OF THE SEAS
SEPTEMBER 1, 2003
CROWN AND ANCHOR #xxxxxxxxx

Dear Ms. Pamela Lome,

Thank you for your recent comment card about the Crown & Anchor Society. We
truly appreciate hearing from members like you – especially when the words
are so kind. After all, our members are what make the Crown & Anchor
Society so great.

Ms. Lome, we look forward to welcoming you onboard again soon. Until then,
get out there at royalcaribbean.com.

Best Regards,

Sandra Mathews
Crown & Anchor Society

ADDITIONAL QUESTIONS? COMMENTS?

CALL 800-526-9723, 9 AM–11 PM EST, Monday–Friday
10 AM – 8 PM EST Saturday & Sunday
E-MAIL
VISIT royalcaribbean.com
WRITE Crown & Anchor Society
P.O. Box 026053
Miami, FL 33102-6053

*** Be sure to keep your Crown & Anchor Membership Number handy and always
provide it every time you book a Royal Caribbean cruise vacation to get all
the benefits you’re entitled to. ***


Pam :)
http://www.cruisesinc.com/plome
866-LV2CRUZ (582-2789)

Pamela,
I can assure you that comment cards get read... at least, by the people on
board. As a Cruise Director for 3+ years with Commodore and Holland
America, I know for a fact that the Hotel Manager (or his designee) read
virtually every one, and then forwarded at least some of them to the
appropriate department heads. You can bet that I read each and every one,
and made sure that the positive ones were shared with my entire department.
If there were more than one or two negative ones, those got shared with the
person involved.

Interestingly, though, the HM has all the discretion when it comes to which
ones will be passed on, both to the on board department heads, and to the
home office. I worked with several Neanderthal types who absolutely refused
to send any positive comments along. That, by the way, flies right in the
face of my management style, and I've had more than a couple of knock-down,
drag-out fights over it (and as you probably know, there are ways around
almost anyone in an organization).

However, though I religiously sent along at least a sampling of the ones
relevant to the Entertainment Department to the home offices at the end of
each and every cruise with my cruise report, I never, not once, heard back
anything at all regarding them. No one I know believed that the folks in
the office ever read a single one. I noticed that the email you got from
RCI seemed to be a form letter. Nice thought, but it looks like they don't
take the time (or resources) to actually look at them either... beyond the
hyper-important ratings contained therein.

Just an FYI...

Smooth sailing,
Rusty Wilson



"Lunyma" > wrote in message
...
> Just 4 days after I returned from Enchantment of the seas, I received this
> email from RCI...
>
> ENCHANTMENT OF THE SEAS
> SEPTEMBER 1, 2003
> CROWN AND ANCHOR #xxxxxxxxx
>
> Dear Ms. Pamela Lome,
>
> Thank you for your recent comment card about the Crown & Anchor Society.
We
> truly appreciate hearing from members like you - especially when the words
> are so kind. After all, our members are what make the Crown & Anchor
> Society so great.
>
> Ms. Lome, we look forward to welcoming you onboard again soon. Until then,
> get out there at royalcaribbean.com.
>
> Best Regards,
>
> Sandra Mathews
> Crown & Anchor Society
>
> ADDITIONAL QUESTIONS? COMMENTS?
>
> CALL 800-526-9723, 9 AM-11 PM EST, Monday-Friday
> 10 AM - 8 PM EST Saturday & Sunday
> E-MAIL
> VISIT royalcaribbean.com
> WRITE Crown & Anchor Society
> P.O. Box 026053
> Miami, FL 33102-6053
>
> *** Be sure to keep your Crown & Anchor Membership Number handy and always
> provide it every time you book a Royal Caribbean cruise vacation to get
all
> the benefits you're entitled to. ***
>
>
> Pam :)
> http://www.cruisesinc.com/plome
> 866-LV2CRUZ (582-2789)

[Jean O'Boyle]

> wrote in message ...
> Pamela,
> I can assure you that comment cards get read... at least, by the people on
> board. As a Cruise Director for 3+ years with Commodore and Holland
> America, I know for a fact that the Hotel Manager (or his designee) read
> virtually every one, and then forwarded at least some of them to the
> appropriate department heads. You can bet that I read each and every one,
> and made sure that the positive ones were shared with my entire
department.
> If there were more than one or two negative ones, those got shared with
the
> person involved.
>
> Interestingly, though, the HM has all the discretion when it comes to
which
> ones will be passed on, both to the on board department heads, and to the
> home office. I worked with several Neanderthal types who absolutely
refused
> to send any positive comments along. That, by the way, flies right in the
> face of my management style, and I've had more than a couple of
knock-down,
> drag-out fights over it (and as you probably know, there are ways around
> almost anyone in an organization).
>
> However, though I religiously sent along at least a sampling of the ones
> relevant to the Entertainment Department to the home offices at the end of
> each and every cruise with my cruise report, I never, not once, heard back
> anything at all regarding them. No one I know believed that the folks in
> the office ever read a single one. I noticed that the email you got from
> RCI seemed to be a form letter. Nice thought, but it looks like they
don't
> take the time (or resources) to actually look at them either... beyond the
> hyper-important ratings contained therein.
>
> Just an FYI...
>
> Smooth sailing,
> Rusty Wilson


Rusty, then if ever we have a serious gripe, maybe we should hold on to the
comment cards and mail them to the home office instead of dropping them off
on the ship? OR make out two comment cards so each will get the word! It's
enough having to make out one!! Most ships give a comment card for each pax
in the cabin. On Zenith, we only got one comment card for both of us.

--Jean

[villa deauville]

Jean,
I complete my comment card on board and I also send a letter to the
front office.
I have always received a reply snail mail

SUNNY<........is in possession of a letter written in 1963 from Cunard
head office,London, England in reply to a letter I had written them.


S'nd I

[DaFlaBear]

I don't know who reads them, but they are very guarded about handing out
"extra" ones on RCI.
Somehow I misplaced the one in my cabin (too much fun). I went to the
guest services counter (Explorer, my first week in April trip) to
acquire a replacement. I was given one, but not until getting the third
degree about why I needed it (name, cabin number, etc.).
Somehow I thought that was strange.

[Jean O'Boyle]

"DaFlaBear" > wrote in message
...
> I don't know who reads them, but they are very guarded about handing out
> "extra" ones on RCI.
> Somehow I misplaced the one in my cabin (too much fun). I went to the
> guest services counter (Explorer, my first week in April trip) to
> acquire a replacement. I was given one, but not until getting the third
> degree about why I needed it (name, cabin number, etc.).
> Somehow I thought that was strange.

The same thing happened to me on the Zenith~I had filled one out and not
reading it carefully, filled in the wrong circles and there were some that I
reconsidered and wanted to change. I also was not very neat in my writing of
additional comments because of the limited space and when I went to the desk
and asked for another comment card, I was told that they were out and that
to just "X" my filled circles and fill the ones I wanted. It sounded odd
that a ship would run out of comment cards~~
especially since they only issued just one to a cabin.

--Jean

[E.k.R.]

On the MAASDAM in June we never had a card delivered to our cabin. I went
to the Front Office to enquire and was told not to worry, one would be
delivered "later". Well, "later" arrived and still no card, so back to the
Front Office. This time I was told, "sorry, they are all distributed and
there are no more left". That does not bode well for a cruise line that
constantly reminds you of how much they "value" your opinion. When I got
home, I sent Holland America an email listing many of my issues (include the
lack of a comment card) plus several wonderful aspects of the cruise. I
have never heard back from them. HAL has certainly been lowered a few
notches in my book.

It's interesting to see how different cruise lines process the comment
cards. Some insist on only one per cabin, no exceptions! This really
bothers me as sometimes I am traveling with a friend and we certainly don't
share the same opinions. Other lines give one per person and this is much
preferred by me. All lines seem to guard them closely, and while some lines
read each one onboard prior to sending them off to the home office, other
lines send them directly to the home office then copies are made concerning
specific issues or crew, then sent back to the ship. I also think some
lines "listen" more then others.

Onboard Silversea, you are not only given a comment card at the end of the
cruise, but also in the beginning around day 2 or 3 onboard. Silversea
wants to know about any concerns early on, while they still have a chance to
address them. I had one or two small comments (dirty shower in the men's
gym/spa, and a balcony door that would not close all the way) and the very
next day a personal letter from the Hotel Director was delivered to me. It
apologized for anything less than perfect, and of course both problems were
corrected that day. I also gave praise to my wonderful Scandinavian cabin
stewardess, and she was given a commendation letter from the Purser. I
received GREAT service for the rest of the cruise. Silversea really
listens, and I loved the idea of a comment card early in the cruise.

Ernie - who always fills out his comment card!


"Jean O'Boyle" > wrote in message
...
>
> "DaFlaBear" > wrote in message
> ...
> > I don't know who reads them, but they are very guarded about handing out
> > "extra" ones on RCI.
> > Somehow I misplaced the one in my cabin (too much fun). I went to the
> > guest services counter (Explorer, my first week in April trip) to
> > acquire a replacement. I was given one, but not until getting the third
> > degree about why I needed it (name, cabin number, etc.).
> > Somehow I thought that was strange.
>
> The same thing happened to me on the Zenith~I had filled one out and not
> reading it carefully, filled in the wrong circles and there were some that
I
> reconsidered and wanted to change. I also was not very neat in my writing
of
> additional comments because of the limited space and when I went to the
desk
> and asked for another comment card, I was told that they were out and
that
> to just "X" my filled circles and fill the ones I wanted. It sounded odd
> that a ship would run out of comment cards~~
> especially since they only issued just one to a cabin.
>
> --Jean
>
>

[Jim]

I know they read them as I have seen comment cards sitting on both the desk
of the Hotel Manager and the Cruise Director. I also know that those in the
main office ashore also have meeting and have these cards read to them when
something either is or isn't right so that they can fix or improve the
problems.
Jim

"villa deauville" > wrote in message
...
> Jean,
> I complete my comment card on board and I also send a letter to the
> front office.
> I have always received a reply snail mail
>
> SUNNY<........is in possession of a letter written in 1963 from Cunard
> head office,London, England in reply to a letter I had written them.
>
>
> S'nd I
>
>
>
>
>
>

[Sue and Kevin Mullen]

E.k.R. wrote:

Some insist on only one per cabin, no exceptions! This really
> bothers me as sometimes I am traveling with a friend and we certainly don't
> share the same opinions.

Even traveling with my husband we don't always agree. I think that each
adult should have their own comment card.

sue

[Ray in NH]

Hi,

On one of our earlier cruises (I believe it was a Celebrity cruise,
but not sure of the cruise line)we had the pleasure of the Chief
Purser at our table on the Formal Nights. She mentioned that they
were considering going to just one card per cabin. The reason was
that there were a number of passengers who were asking for additional
cards in order to "stuff the ballot box" for the drawing for gifts
from the comment cards submitted. We were told of cases where up to
ten cards were submitted by one individual. Most of these cards
contained little beyond name and cabin number. Some one must have
been looking through these cards in order for them to know that
multiples were being submitted.

Both of us having been employed in a service related areas, we know
the value of this type of feedback. Therefore, we always try to
provide our opinions when asked, and sometimes even without being
asked <vbg>. We have received calls/letters from cruise lines asking
for additional follow-up information, and thanking us for taking the
time to assist them in correcting situations that we have found less
that agreeable. We have also been thanked for commenting on
outstanding examples of them exceeding our expectations.

We will continue to complete these comment cards. However, we also
think that each of us should be given the opportunity to express our
individual opinions.

The Zees in NH



(DaFlaBear) wrote in message >...
> I don't know who reads them, but they are very guarded about handing out
> "extra" ones on RCI.
> Somehow I misplaced the one in my cabin (too much fun). I went to the
> guest services counter (Explorer, my first week in April trip) to
> acquire a replacement. I was given one, but not until getting the third
> degree about why I needed it (name, cabin number, etc.).
> Somehow I thought that was strange.

[Bob Rowe]

JIM;
It is really pretty sad they have to have them "read to them", don't you
think?
I had always thought you needed at least a high school education to get a
job with the cruise line's main office, but I guess not.

SUNNY;
you still have a reply from 1963????? When WAS the last time you cleared
out your filing cabinet?

Chris in Inuvik <--- sitting here counting the days to our "NCL Dream"
Cruise in October
"Jim" > wrote in message
...
> I know they read them as I have seen comment cards sitting on both the
desk
> of the Hotel Manager and the Cruise Director. I also know that those in
the
> main office ashore also have meeting and have these cards read to them
when
> something either is or isn't right so that they can fix or improve the
> problems.
> Jim
>
> "villa deauville" > wrote in message
> ...
> > Jean,
> > I complete my comment card on board and I also send a letter to the
> > front office.
> > I have always received a reply snail mail
> >
> > SUNNY<........is in possession of a letter written in 1963 from Cunard
> > head office,London, England in reply to a letter I had written them.
> >
> >
> > S'nd I
> >
> >
> >
> >
> >
> >
>
>

[villa deauville]

Bob,
18 years ago we moved from Long Island to Florida. Three weeks ago we
made another move (same condo complex, different apt). FIrst move we
lived in our house 35 years, took a year for us to get rid of stuff we
didnt want. Then this last move we had only 6 weeks to pack up.
The Cunard letter has been with me all the time.

SUNNY<...........will call in her markers. hopefully, when the QM2 sets
sail

S'nd I

[MarkT]

I think Bob was thinking that there was hope for him...maybe he still has to
have things read to him. Wonder if they will read this post to him, or just
leave him alone in the corner.

Mark T., who believes Bob was just a bit picky.

"Jim" > wrote in message
...
> Bob,
> You misunderstand my meaning. When I said that they are read to them
it
> is in a meeting type of deal where certain comments are read aloud and
there
> is discussion on how to improve or if anyone knows what the problem may
have
> been and/or how to make sure it doesn't happen again. They do not allow
> every card to be passed through every employee to read themselves! <G> Now
> those cards that mention individuals are noted and these people know if
they
> were praised or not and also know that their supervisors also know what is
> going on. If an individual gets so many bad reports he/she may lose their
> position and conversely if they get lots of nice comments and notices they
> can get promoted quicker. Those people in the main office are looking for
> trends and having meetings and discussing comment cards help them provide
> better service. The employees I know in the head office are certainly more
> than just high school graduates!
> Jim
>
> "Bob Rowe" > wrote in message
> ...
> > JIM;
> > It is really pretty sad they have to have them "read to them", don't you
> > think?
> > I had always thought you needed at least a high school education to get
a
> > job with the cruise line's main office, but I guess not.
> >
> > SUNNY;
> > you still have a reply from 1963????? When WAS the last time you
> cleared
> > out your filing cabinet?
> >
> > Chris in Inuvik <--- sitting here counting the days to our "NCL Dream"
> > Cruise in October
> > "Jim" > wrote in message
> > ...
> > > I know they read them as I have seen comment cards sitting on both the
> > desk
> > > of the Hotel Manager and the Cruise Director. I also know that those
in
> > the
> > > main office ashore also have meeting and have these cards read to them
> > when
> > > something either is or isn't right so that they can fix or improve the
> > > problems.
> > > Jim
> > >
> > > "villa deauville" > wrote in message
> > > ...
> > > > Jean,
> > > > I complete my comment card on board and I also send a letter to the
> > > > front office.
> > > > I have always received a reply snail mail
> > > >
> > > > SUNNY<........is in possession of a letter written in 1963 from
Cunard
> > > > head office,London, England in reply to a letter I had written them.
> > > >
> > > >
> > > > S'nd I
> > > >
> > > >
> > > >
> > > >
> > > >
> > > >
> > >
> > >
> >
> >
>
>

[Nathan Rosenthal]

I am glad someone started this thread.

I have decided that I will probably not bother with comment cards anymore.
You should expect good things from any travel supplier. If there are
problems, it is best to deal with them when they occur. Waiting until the
end of the cruise to complain about something which could have been
rectified when it occurred does not make sense to me. Conversely, if you
have a good experience, tell the appropriate person right then and, if
appropriate, extend a gratuity.

Nate


> wrote in message ...
> Pamela,
> I can assure you that comment cards get read... at least, by the people on
> board. As a Cruise Director for 3+ years with Commodore and Holland
> America, I know for a fact that the Hotel Manager (or his designee) read
> virtually every one, and then forwarded at least some of them to the
> appropriate department heads. You can bet that I read each and every one,
> and made sure that the positive ones were shared with my entire
department.
> If there were more than one or two negative ones, those got shared with
the
> person involved.
>
> Interestingly, though, the HM has all the discretion when it comes to
which
> ones will be passed on, both to the on board department heads, and to the
> home office. I worked with several Neanderthal types who absolutely
refused
> to send any positive comments along. That, by the way, flies right in the
> face of my management style, and I've had more than a couple of
knock-down,
> drag-out fights over it (and as you probably know, there are ways around
> almost anyone in an organization).
>
> However, though I religiously sent along at least a sampling of the ones
> relevant to the Entertainment Department to the home offices at the end of
> each and every cruise with my cruise report, I never, not once, heard back
> anything at all regarding them. No one I know believed that the folks in
> the office ever read a single one. I noticed that the email you got from
> RCI seemed to be a form letter. Nice thought, but it looks like they
don't
> take the time (or resources) to actually look at them either... beyond the
> hyper-important ratings contained therein.
>
> Just an FYI...
>
> Smooth sailing,
> Rusty Wilson
>
>
>
> "Lunyma" > wrote in message
> ...
> > Just 4 days after I returned from Enchantment of the seas, I received
this
> > email from RCI...
> >
> > ENCHANTMENT OF THE SEAS
> > SEPTEMBER 1, 2003
> > CROWN AND ANCHOR #xxxxxxxxx
> >
> > Dear Ms. Pamela Lome,
> >
> > Thank you for your recent comment card about the Crown & Anchor Society.
> We
> > truly appreciate hearing from members like you - especially when the
words
> > are so kind. After all, our members are what make the Crown & Anchor
> > Society so great.
> >
> > Ms. Lome, we look forward to welcoming you onboard again soon. Until
then,
> > get out there at royalcaribbean.com.
> >
> > Best Regards,
> >
> > Sandra Mathews
> > Crown & Anchor Society
> >
> > ADDITIONAL QUESTIONS? COMMENTS?
> >
> > CALL 800-526-9723, 9 AM-11 PM EST, Monday-Friday
> > 10 AM - 8 PM EST Saturday & Sunday
> > E-MAIL
> > VISIT royalcaribbean.com
> > WRITE Crown & Anchor Society
> > P.O. Box 026053
> > Miami, FL 33102-6053
> >
> > *** Be sure to keep your Crown & Anchor Membership Number handy and
always
> > provide it every time you book a Royal Caribbean cruise vacation to get
> all
> > the benefits you're entitled to. ***
> >
> >
> > Pam :)
> > http://www.cruisesinc.com/plome
> > 866-LV2CRUZ (582-2789)
>
>

[Jim]

Bob,
You misunderstand my meaning. When I said that they are read to them it
is in a meeting type of deal where certain comments are read aloud and there
is discussion on how to improve or if anyone knows what the problem may have
been and/or how to make sure it doesn't happen again. They do not allow
every card to be passed through every employee to read themselves! <G> Now
those cards that mention individuals are noted and these people know if they
were praised or not and also know that their supervisors also know what is
going on. If an individual gets so many bad reports he/she may lose their
position and conversely if they get lots of nice comments and notices they
can get promoted quicker. Those people in the main office are looking for
trends and having meetings and discussing comment cards help them provide
better service. The employees I know in the head office are certainly more
than just high school graduates!
Jim

"Bob Rowe" > wrote in message
...
> JIM;
> It is really pretty sad they have to have them "read to them", don't you
> think?
> I had always thought you needed at least a high school education to get a
> job with the cruise line's main office, but I guess not.
>
> SUNNY;
> you still have a reply from 1963????? When WAS the last time you
cleared
> out your filing cabinet?
>
> Chris in Inuvik <--- sitting here counting the days to our "NCL Dream"
> Cruise in October
> "Jim" > wrote in message
> ...
> > I know they read them as I have seen comment cards sitting on both the
> desk
> > of the Hotel Manager and the Cruise Director. I also know that those in
> the
> > main office ashore also have meeting and have these cards read to them
> when
> > something either is or isn't right so that they can fix or improve the
> > problems.
> > Jim
> >
> > "villa deauville" > wrote in message
> > ...
> > > Jean,
> > > I complete my comment card on board and I also send a letter to the
> > > front office.
> > > I have always received a reply snail mail
> > >
> > > SUNNY<........is in possession of a letter written in 1963 from Cunard
> > > head office,London, England in reply to a letter I had written them.
> > >
> > >
> > > S'nd I
> > >
> > >
> > >
> > >
> > >
> > >
> >
> >
>
>

[DaFlaBear]

Ray in NH,
Thank you for the heads up.
That explanation makes perfect sense.

[Jeff Coudriet]

Ernie,

I do wish all lines would ask for comments earlier in the cruise, but we
have always written notes (both good and bad) pointing out various
things and have almost always received a response, from a "right away
sir" to a gracious thank you for our nice comments. In fact, I think
one such note led to a Captain's table invite on the Mercury, but who
knows, and such as that may be. It is a huge benefit to the staff if
you right a nice note for them to their supervisor.

Jeff