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H. G. Potts

Age: 50

Occupation:RESTAURANT OWNER

Number of Cruises: 5

Cruise Line: Celebrity

Ship: Century

Sailing Date: March 26th, 2006

Itinerary: Western Caribbean

Celebrity Cruise Lines
Century Cruise Review

H. G. Potts

MY STATEROOM WAS ROBBED & CELEBRITY SAYS TOUGH LUCK!! HAVING TRAVELED ON 5 CRUISES AND THROUGH 10 COUNTRIES I NEVER WOULD HAVE EXPECTED THE SHODDY CUSTOMER SERVICE I HAVE RECEIVED FROM CELEBRITY/ ROYAL CARIBBEAN, A LINE WHICH I HAVE ENJOYED PRIOR BUT NEVER AGAIN WITHOUT SOME RESOLUTION.

AS A CHEF OWNER OF A RESTAURANT I CHOSE THE CENTURY AFTER ENJOYING THE FOOD ON THE MILLENNIUM & THE WELL CHOSEN ART & TASTEFUL DECOR. THE CUISINE WAS DOWN A NOTCH DESPITE THEIR OFT REPEATED REMINDERS OF THEIR CONSULTANT MICHEL ROUX. I PERSONALLY HAVE DINED AT TOP RESTAURANTS FOR OVER 20 YEARS FROM LA TO PARIS. MY LAST MEALS IN NEW YORK WERE AT JEAN-GEORGE & GOTHAM SO MAY BE MY OPINION HAS MERIT. THE CREAM SOUPS ABOARD CELEBRITY WERE INSIPID. STILL FOR A CRUISE IT WAS ALL IN ALL OK IF A BIT UNINSPIRED.

HOPEFULLY THEY WILL DO SOMETHING WITH THE UGLY CENTERPIECE ON THE BUFFETS. UPRIGHT STALKS OF CELERY CARROTS & RED PEPPERS TOSSED FROM THE BOX LACKED IMAGINATION.

AH BUT THE CUSTOMER SERVICE. FIRST LET ME SAY EVERYONE WAS VERY COURTEOUS & SMILING ON THE BOAT. MY SAFE (& CABIN??, OR WAS IT ONE OF THE STAFF THAT HAS ACCESS??), WAS BROKEN INTO THE 1ST DAY AT SEA & 700.00 WAS TAKEN. I IMMEDIATELY CALLED GUEST SERVICES BUT WAS TOLD SECURITY COULD NOT MEET ME FOR 6 HOURS OR SO. I FILED THE REPORT. THEY SEARCHED MY STATEROOM. WHY, I DO NOT KNOW. MY DAD WAS A JUDGE & MY STATE OF AFFAIRS IS NOT ONE THAT WOULD PROMPT ME TO COMMIT A FRAUD ON MY VACATION. OBVIOUSLY THIS BREACH OF BASIC EXPECTED SECURITY IS UNACCEPTABLE.

I DID MEET WITH THE CHIEF CONCIERGE, MS LEONIE VAN DER SPUY & THE HOTEL DIRECTOR. BOTH ASSURED ME THAT SOMETHING WOULD BE DONE TO RESOLVE MY LOSS BUT THAT IT COULD NOT BE DONE ABOARD THE SHIP BUT WOULD BE ADDRESSED BY THE CORPORATE OFFICE WHO WOULD MAKE SURE IT WAS RESOLVED TO MY SATISFACTION. THEY TOLD ME THE REPORT HAD ALREADY BEEN SENT TO THE OFFICE & THAT THEY WOULD CALL ME. THAT NEVER HAPPENED, SO I CALLED THEM & GOT PASSED AROUND GIVING THE SAME INFO. FRUSTRATING. MY AGENT TOLD ME TO FAX A REP NAMED ZENAIDA WHAT HAPPENED ( DID THEY NOT RECEIVE THAT REPORT???.

I DID FAX HER & CHECKED IN AGAIN 3 DAYS LATER. I FAXED AGAIN & ASKED HER TO CALL ME WITH CONFIRMATION THAT IT WAS RECEIVED. SHE DID NOT. THEN I CALLED AGAIN & ASKED WHAT THE PROBLEM WAS AFTER GETTING TRANSFERRED AROUND AGAIN. SHE COLDLY STATED THAT SHE REC. THE FAXES BUT DID NOT WISH TO ANSWER MY QUESTIONS- WHY DID YOU NOT CALL?, DID YOU RECEIVE THE REPORT FROM THE SHIP? WHAT IS GOING TO BE DONE?

HER TONE WAS ONE OF DISINTEREST & VERY LACKING OF CSR EMPATHY. YOU WILL BE NOTIFIED IN WRITING WAS ALL SHE COULD MUSTER. HER TONE WAS INDICATIVE OF THE RESPONSE I RECEIVED, WHICH WAS MAILED TO ME BUT AT MY COMPANION'S ADDRESS. ESSENTIALLY, THE RESPONSE WAS CHECK YOUR CRUISE CONTRACT YOU SHOULD HAVE HAD TRAVEL INSURANCE. I OWN INSURANCE STOCKS BUT I NEVER BUY THE OFTEN RECOMMENDED T. I. I HAVE NEVER MISSED A TRIP & THOUGHT IT UNNECESSARY, ESPECIALLY WITH THE DEDUCTIBLE. THIS IS UNACCEPTABLE THAT THEY HAVE NO RESPONSIBILITY FOR THE STATEROOM & SAFE BOTH OF WHICH WE LOCKED, CHECKED & DOUBLE CHECKED.

SO PLEASE LEARN FROM MY VACATION RUINING EXPERIENCE & TAKE PRECAUTIONS. ME, I AM HOPING TO INVOLVE THE MEDIA, OMBUDSMAN WITH CONGRESSIONAL CONTACTS, THE FBI & AM TELLING EVERYONE I KNOW OF THE SHODDY SERVICE BY THE HEAD OFFICE CUSTOMER SERVICE REPRESENTATIVES OF CELEBRITY & RCL. I FEEL BADLY FOR THE WELL MEANING STAFF ABOARD THE SHIP WHO EXPRESSED CONFIDENCE IN THEIR ON SHORE HEADQUARTERS TO HANDLE SUCH SERIOUS MATTERS TO THE GUEST SATISFACTION.

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