Even in some of the most friendly environments where you can find yourself (even a cruise ship!) things can go wrong. I mean, let’s face it, as wonderful as you expect your vacation to go, it is run by humans, and human error can always present itself. And no, this is not even the only thing that can go wrong.
In my vast experience witnessing guests’ issues, as well as going through issues myself as a tourist, I can honestly say cruise lines bend over backward much further than on-land hotels, resorts, or any kind of business. So much so that many employees disagree with the level of commitment to satisfaction, which sometimes can lead to the creation of what is now known as Karens (I love that term!).
When issues occur, it’s important to ask yourself a few questions before reacting too hastily. Things like:
- Am I unintentionally getting someone in trouble who doesn’t deserve it?
- Can the issue be resolved without the need to become somebody else’s headache?
- Is the issue an actual issue — or a result of unrealistic expectations I had?
- Is the issue based on an actual deficiency — or on my opinion on how things SHOULD be?
- Am I intending to receive some kind of compensation for the issue, or just trying to get it resolved?
Carefully thinking of the answers to these questions may help you get even more out of the situation than you anticipated, and you’ll be making sure you’re not adding weight to the negative side of the Karma scale.
While Cruise Ships have different departments — and several of them are actually concessionaires belonging to outside companies — the best bet for where to start is at the Guest Services Desk. They will be in charge of reaching out to the manager assigned to deal with issues related to their departments and to find a solution.
Going back to the questions you might want to ask yourself, take a minute to think how realistic your proposed solution is. It’s not the same as complaining about the toilet not flushing or about the fact that the ship won’t arrive in a particular port due to inclement weather. Now you’re catching on. Are you complaining about a crew member because he was INDEED rude, or just because he didn’t give you the answer you expected which was way beyond his power to solve?
Finally, think of compensation in a practical matter. Many things that affect every guest on board, like late arrivals, or route changes, might not carry any compensation, depending on the Cruise Line’s liability, and demanding for it because YOUR time or YOUR vacation is so much more valuable than everyone else’s might not take you anywhere. I can say from personal experience that Cruise Lines seem to be VERY aware that there are several options to choose from when it comes to cruising, and they’ll do what’s fair, and a little more, to keep you cruising, despite any negative experience you may have had. Having said that, don’t expect a free cruise because your steak was overcooked. They’re kind… not stupid. – ThatGuy (onboard)
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