Banned from Royal Caribbean for complaining too much
Cleveland residents Brenda and Gerald Moran are experienced cruisers and big fans of Royal Caribbean. They were so happy with the cruise line they averaged two cruises a year for the past three years. They even bought the company’s stock.
Still, the Morans encountered problems on each cruise — everything from a plumbing problem to being locked out of their cabins — which they itemized and detailed in correspondence to the cruise line. Royal Caribbean worked with the couple to solve problems and offered discounts and onboard credits to keep the couple’s business.
Until it decided it no longer wanted the Moran’s business.
Last November, Royal Caribbean abruptly notified the couple that they were no longer welcome on any Royal Caribbean International ship, including the company’s subsidiaries Celebrity and Azamara. Ever.
What on earth did they do to get lifetime ban? They complained, and they complained loudly.
The cruise critics
Feisty Brenda Moran is certainly one not to hold back her opinion. Over the course of three years sailing on Royal Caribbean and Celebrity, she documented many problems during her cruises that ran the gamut from her birthday greeting being delivered to the wrong stateroom to her husband being locked out on the balcony for three hours because the door latch jammed.
Last September, during a 14-night Alaska and Northwest sailing onboard Radiance of the Seas, the Moran’s stateroom had a plumbing problem that ended up with sewage all over the bathroom that overflowed onto the room’s carpet. Even with cleaning, the room wasn’t acceptable. The Morans asked repeatedly to be moved to another stateroom, but was told the ship was full.
The couple did the best they could to cope. “We had to keep the balcony door open in 40-degree weather the entire cruise just so we could breathe and not smell the horrible odors,” says Brenda.
Then on the last night the couple received a letter from the ship’s hotel director apologizing for the inconvenience and offered the couple a 20 percent discount on their next cruise. The Morans felt that was fair compensation and went and booked their next cruise with the line.
When Brenda returned home she wrote her usual post-cruise review on Cruise Critic and posted notes on their forums that started vigorous feedback from fellow cruisers.
Two weeks after returning home, the Morans received a phone call from Bill Weeks, an executive assistant in customer service. Weeks apologized for the couple’s treatment and offered an additional $500 to their 20 percent discount, the Morans were very happy with the offer. Again, Brenda posted her experience with Weeks on Cruise Critic’s forums.
Some board members felt the Morans had complained their way to an unfair discount and posted their displeasure. They felt that the Morans were teaching others how to “scam” Royal Caribbean. Some went so far as to contact Royal Caribbean’s president and chief executive, Adam Goldstein to complain about the Morans getting any compensation at all.
A few weeks later the Morans received a phone call from a man named Sebastian who identified himself as Bill Weeks’ boss. Sebastian was unhappy that Brenda had posted a negative review and had shared the compensation information on Cruise Critic’s boards. He asked Brenda to take down her review “at once.” Brenda refused and cited her right to free speech.
The following day the Morans received another phone call from Sebastian stating the couple was banned forever from the cruise line. The Morans were stunned. They didn’t believe it was true until an official letter was delivered citing the ban. It also contained a $500 check — their additional promised cruise credit.
Royal Caribbean speaks
I contacted Michael Sheehan, Royal Caribbean’s associate vice president of corporate communications, to get the cruise line’s side of the story. Sheehan says since 2004, the Morans sailed six voyages with two of the company’s lines. “On all but one of those sailing the Morans felt there were a variety of service failures they experienced,” he said. “In a small number of cases we agreed and compensated them appropriately. In most cases, however, we disagreed. Having concluded that we are unable to meet the expectations of the Morans, we have told them that they would be best served by sailing with another company.”
Cruising the message boards
Royal Caribbean is certainly entitled to ban whomever from their ships. Nevertheless, to ban someone for posting their cruise experience on an Internet message board raises serious questions about the lengths the company is going to keep negative reviews from public consumption. When I asked Sheehan if Royal Caribbean has an official policy on asking negative posts to be removed from Internet forums, he denied there was a policy.
Still, Internet postings are on the mind of Royal Caribbean’s top executives. In an e-mail obtained by Tripso, one Celebrity executive cites Cruise Critic’s message boards. “They love finding fault with Azamara even when things go great,” the executive complains. “How do we get over that?”
It appears that one step the company is taking to “get over that” is to intimidate posters of negative reviews and in some cases even going so far as to contact the publishers. Paul Motter, editor of Cruise Mates, was contacted by a Royal Caribbean staffer last November to have a negative review removed or at least amended.
In the e-mail, the staffer tells him the issue with the customer was resolved and asks if he can “make changes” to the posting. Motter did not take down or amend the review.
I spoke with Laura Sterling, Cruise Critic’s chief board moderator. Sterling says in her 13 years of moderating she’s never been approached by a cruise line to remove a review. She adds, “It is our policy to not entertain requests to remove negative reviews, at the request of cruise lines or anyone else.”
I asked other cruise lines about their rules and most said they have no policy at all towards Internet posts. A Carnival spokesperson, Jennifer de la Cruz, says the line has never banned someone for posting negative reviews. But the company pays attention to online discussions. “As a company we do like to maintain a feel for what’s being discussed online,” she says. “The message boards are a great source of consumer feedback.”
Indeed, Internet feedback is a hot commodity. Last year, Carnival started its own online community with message boards along with cruise director, John Heald’s popular blog. Just two weeks ago, Royal Caribbean launched its own online community called RoyalConnect with message boards for past cruisers of the line.
So, what does all this mean for you? Simply put, when you post a cruise review on a Web site, your post is likely being read by someone at the cruise line. Most cruise lines welcome feedback, even Royal Caribbean.
But if you go too far don’t be surprised if you end up with an e-mail or phone call from the cruise line.
As for the Morans, it appears there was a light at the end of walking Royal Caribbean’s plank. They’ve discovered “Freestyle Cruising” on Norwegian Cruise Line. “They are so much better than Royal Caribbean,” says Brenda.
You might also be interested in these articles:
- Cruisers: The new passport rules what you must know
- Carnival announces fleetwide $300 million upgrade to emergency power, fire safety, system redundancy systems
- WOW! Oasis of the Seas: Zip-lining, outdoor amphitheater, carousel, two story suites
- Top 10 cruise ships for children
- Banned from Royal Caribbean for complaining too much
217 Responses
The Morans need to get a life! RC went out of their way to make things right and you still feel the need to right negative remarks? Do you people in Cleveland have nothing better to do? To err is to be human…save the First Amendment rhetoric for people with a real cause. Good for RC for firing a client who chooses to be a complete PITA!
Posted on May 19th, 2008 at 6:03 pm
I read Brenda Moran’s reviews about RCL and she sure sounds like a complainer. I’m not for banning someone’s right to criticize, nor am I in favor of telling a business they can’t refuse a picky customer. I have a cousin like Brenda — every time I go out to eat with her she finds fault with the food. Life isn’t perfect and people shouldn’t expect it to be. From Brenda’s reviews, it seems as though every time something wasn’t perfect she expected something in return. Probably because cruises are a ripoff to begin with. She expected a $200 credit to a future cruise because the computers were down when she went to inquire about cruise packages. She also complained about not receiving the same amount of gifts from RCL on one cruise (from her Diamond Club membership, apparently) as she did on previous cruises! And on the cruise she did get gifts every day, she complained about only receiving one towel instead of two. She needs to find something else to do, like hike the Grand Canyon or climb Mt. Hood. Although from her description of how they spend their time on their cruise it sounds like her and “Gerry” prefer drinking to exercise. Brenda’s been on so many cruises, she compares them to each other and then finds flaws in them. I bet she does this with restaurants in her hometown of Cleveland. She complained about her cosmo missing a liquor…and having to pay for coffee (note to Brenda: could it be you had to pay the second time because mooches like you were drinking “$120 of coffee in 12 nights”?) …and having to drink coffee out of paper cups instead of china…and the coffee going cold too fast and not being a good quality (“Gerry” must be a saint)…If she had only complained about the wet carpet they’d still be sailing with Royal Carribean.
Posted on May 19th, 2008 at 6:16 pm
Your can read Brenda Moran’s Royal Carribean reviews here:
http://www.cruisecritic.com/memberreviews/getreviews.cfm?action=members&MemberName=MACOP
Posted on May 19th, 2008 at 6:21 pm
[...] you have a boring Monday? Mine certainly wasn’t! My story today on the couple being banned from Royal Caribbean has caused a tsunami of e-mails. Who knew that writing a column about complaining would cause [...]
Posted on May 19th, 2008 at 7:10 pm
This woman can’t even write a complete sentence without sounding like a moron. Seriously, the woman needs professional mental help. She’s a classic example of a functioning nut job, she goes through life looking normal and getting through but there’s a trail or weird devastation behind her. If you read her posts on cruise critic you can see that every post is either a complaint or bragging about what she did or is going to do to demand more money, better service, this, that and the other thing. Hats off to RCCL for taking a stand, I bet she was the subject of many emails and meetings before they finally took a stand. Her screen name is MACOP and I read on rec.travel.cruises that she is a rental cop who directs traffic at civic events.
Posted on May 19th, 2008 at 7:55 pm
Anita–kwitcherbitchin
Morans—so sorry, enjoy the NCL experience!
RCCL–don;t look back, they probably made a good cruise a downer for many that they came in contact with!
Posted on May 19th, 2008 at 9:12 pm
Editor’s Note:
We have removed comments with personal attacks.
Posted on May 19th, 2008 at 9:48 pm
Idiots, on both sides. If the experience is really that bad, no amount of compensation would get me back onboard for a 2nd round, yet alone 6 total cruises in such a short period of time. The description of their experience, as detailed in your article, immediately made me suspect of the actual occurrence of events.
As for RCL…After two cruises with Celebrity, our experience is mixed. It’s a broad generalization, but Celebrity/RCL appears to have lost focus on general customer. Our first cruise on Infinity was miserable. The final straw was a disastrous excursion in a new port for the line. At first, Celebrity wasn’t even going to refund the cost of the excursion. It wasn’t until the tour company sided with the guests and expressed frustration at the turn of events for those on the excursion. While that was the climactic event that finally made us draw a line in the sand, there were numerous other issues pre and post that debacle. The only consistent characteristic of service was the lack thereof and an apparent contempt for guests.
Our second cruise with Celebrity was onboard Mercury. That cruise was night and day when compared to the first. We had a fantastic experience with none of the service issues
With regard to credit, etc. Again, idiots. You don’t go around running your mouth off about how much compensation you received. Describe your story and shut your trap. Say RCL made it right. RCL is really dumb. Big Bad Company picking on poor little passenger (please note my attempt at sarcasm). But still, if you don’t want someone running off and saying something stupid, condition the credit. Here’s something for your trouble, but we expect you to keep it quiet. If RCL employees did act are reported, shame on them. How stupid can you be?
While the passengers’ behavior is suspect, RCL needs a reality check on customer service. Take some pride in the appearance/cleanliness of your vessels, invest some time and money in improving customer service skills in your employees, and stop to consider how you’re actions might be perceived. Lose the arrogance. There are plenty of other lines to choose from and savvy cruisers will start deserting you.
Posted on May 19th, 2008 at 10:06 pm
“We have removed comments with personal attacks.” <—-That’s cute.
Posted on May 19th, 2008 at 11:09 pm
People in general seem to want something for nothing all the time. I do think the couple should have voiced their concerns over the sewage problem but after they were compensated, they shouldn’t have aired the problem for all to read. An unsaid part of any compensation is that the matter is closed and all has been made right. After that, you shouldn’t continue to complain!
Posted on May 19th, 2008 at 11:12 pm
Have you read her posts…with notes like that how can you enjoy the trip…she is clearly in it to criticize first, vacation second…an awful way to live
Posted on May 19th, 2008 at 11:12 pm
What’s strange is that after all these criticisms, RC hadn’t started a program on preventing any future inconveniences. Choosing a cruise line is subject to the same market forces. Consumers will more often than not go to a company with better consumer services.
True, posting negative comments can be merely bad press, but the company should use this as a source of information for advancement of their services and as well as a chance to post their own message stating their view of the matter and future actions to be taken to prevent future problems and fake complaints.
A well-informed consumer would not only look at negative criticism but should also look at positive criticism. Companies need to take this into account, that they need not to spoon-feed their consumers.
I find almost no fault with the Moran couple. Posting complaints is a chance for the company to improve. And they also posted the information regarding compensation, which was a fair move to the company.
Posted on May 19th, 2008 at 11:31 pm
i would say sewage in your cabin is bad health wise,could have caused big health issues.they should have got the captains rooms,let him decide if that is what you pay for. they spent their hard earned money,plus gave the liner plenty of business,maybe told friends about their cruises,more buiness,but their name fit the bill.i will never use that liner ever again.thanks for the heads-up.
sincerly h.d. from new york.
Posted on May 19th, 2008 at 11:39 pm
Well done, Royal Caribbean! I hope this sets a precedent within my company. I think every business has a customer or two that it would save money and employee morale by simply refusing to serve them ever again.
Posted on May 19th, 2008 at 11:39 pm
It would be nice if people would spend more time appreciating and sharing the positive rather than dwelling on the negative, particularly in cases where rectification has occurred.
If the shoe were on the other foot, would the Morans like it if the cruise line posted comments about their passengers? Would that also be free speech?
I agree with the person who commented that the Morans likely made the trip less enjoyable for the patrons as well as for the crew.
Bon voyage!
Posted on May 19th, 2008 at 11:43 pm
The only thing I have to say is that it is very justified….I work with the public and have come to the conclusion that most people want something for free/discounted…and im sure thats what they were trying to get…I dont know about you, but there are plenty of other cruise lines, and if i constantly had issues with one….GO CRUISE ELSEWHERE…thats how i feel about the POS couple…well deserved
Posted on May 19th, 2008 at 11:44 pm
There’s two sides to every story – and two different points of view. I have to side with RC on this one. The Morans were never going to be happy. I have had to fire clients in the past, stating that we obviously are not meeting the clients needs and they would be best servered seeking services elsewhere. No one likes to get fired, but RC didn’t do it to be malicious. You can only do so much to try to please people. Contrary to the popular addage, the customer is not always right.
Posted on May 19th, 2008 at 11:44 pm
Being in he cust service business myself I can truely understand where RC is coming from. Sometimes no matter what you do you cant make people happy. I feel sorry for Moran having to deal with the problems they had. But this is a machine and people and things are likely to go wrong. Just cope with it !!!!! They try to make it right and all you wanted to do is complain. I am sure if they would of given the next cruise free you would of still had something to complain about. So I believe RC had every right to ban you nothing was ever going to be right.
Posted on May 19th, 2008 at 11:46 pm
I think it’s ridiculous that the Morans continued to vacation with Royal Caribbean if they were having so many problems. I could understand it if Royal Caribbean was the only cruise line out there. But with so many other options on the table why continue to patronize a company that is meeting your needs? It seems like they continued because they knew they were probably going to get some form of compensation. I think Royal Caribbean was fair in banning them from the cruise line. But they are not fair in asking for reviews to be taken down. If someone has a bad experience with something I do believe that the public has the right to know. You can’t just buy your way out of a little negative publicity. As for Mrs. Moran posting every negative experience, some things that go wrong are just simple mistakes. But at the same time, when you have simple mistakes added on to big mistakes then I could understand why she would be upset. I wonder if Royal Caribbean sent them an actual check or a voucher to use for the cruise line. That would be hilarious if it were just a voucher.
Posted on May 19th, 2008 at 11:52 pm
if one receives a consideration from a damage done, then the damage is cured. they can perhaps mention in, but not harp on it . the morans abused the first amendment…
Posted on May 19th, 2008 at 11:52 pm
It’s funny that RC took this action. I’m a journalist and a reporter I work with did a story earlier in the year about a family who booked a cruise but their father passed and the cruise line would not refund them their money for their now deceased father’s ticket. Don’t quote me on the details of the report. I did not actually see the whole story but do know what it was about. I believe they booked on RC. The morning after it aired, our mailbox was flooded with comments. We have a system that tells us what zip code where the email was sent from. A good 90% of them from around the Miami area which is where RC is based– and my newsroom is some 1500 miles away! A handful were from the Ohio area. None were from within 100 miles of our coverage area. Almost all of them criticized us because we blamed RC and did not mention cruise insurance. Not saying I’m a conspiracy theorist, but I honestly wasn’t all that surprised when you said you were buried in a tsunami of emails. If you can, check out where they came from!
Posted on May 19th, 2008 at 11:53 pm
If RCCL had not had problems, the Morans would not have had anything to complain about. Having cruised myself, on another cruiseline, and flown on several airlines, I have found an appaling lack of interest in helping travelers who have problems, receving basically a ” there is nothing I can do” attitude from those companies employees. The balcony lock out, for 3 hours, yes, I would have complained too, and the sewage back up, absolutly I would have complained, untill another room was found, and it is rare indeed that all rooms are full on any cruise, tho perhaps they would have had to been given a cabin of a higher grade to use. On a recent druise I was on, a cabin across the hall from mine experienced a small fire, caused by the passenger, and not only did they find another room for that couple, but had a team of repair people renovating the cabin, which consisted of replacing the entire bathroom interior, while we cruised! We, who shared the corridor with this cabin being renovated, were offered a free shore tour of our choice as compensation for any noise we heard during the day, and we never asked, and never heard any noise, just saw workmen going to and from the cabin, and some repair materials in the corridor for never more than 10 minutes at a time! So, some companies can get it right, and go the extra mile, some do not, and some just don’t care. Hurray for the Moran’s, these companies will eventually grease the squeaky wheel if enough squeaks are heard, and loudly enough!
Posted on May 19th, 2008 at 11:55 pm
April 25 sailing to Bermuda. Medical situation with a passenger led to EVERYONE missing the BERMUDA port.
NO ONE GOT WHAT THEY PAID FOR.. so for royal caribbean to say they “compensated” ANYBODY I find it hard to believe. FOUR couples missed getting married on the island.. ONE had family MEETING them in BERMUDA. RCCL didn’t take the loss on that one.. the PASSENGERS did.
Posted on May 19th, 2008 at 11:57 pm
morans are the kind of people who needs attention. people like them wants to be treated as royalty. people like them should be banned also in nc.
Posted on May 20th, 2008 at 12:03 am
Who wants someone like that as a customer? Why would they want to continue to be thier customer if the service was so bad that you complained about 5 out of 6 trips. After the first or second trip I would have taken a stand and taken my business elsewhere. It is so obvious that they were in it for the discount. Grow up and Shut up!
Posted on May 20th, 2008 at 12:04 am
The fact that the couple went back 6 times, year after year — shows there is something wrong here. For me, I dont like something the first time, I dont come back. If the company apologizes and makes the extra step to compensate, that’s great customer service and I come back. End of story. I just love to enjoy an experience. But for the couple to keep complaining after the ship lines’ efforts to compensate — means they are looking for handouts/freebees. It was a bold step for RC to take — protects their industry too that a shipping company would do something if a customer goes over the line. That couple should get a life. Or probably just stay home.
Posted on May 20th, 2008 at 12:05 am
I believe that Samantha works for RC and trying to do a little clean up herself. Everyone is entitled to there opinion and when our voices are sincere. I believe power and control are the real issue. I thank you “The Morgans” because I was just about to take a Cruse with my family of 5. And no way would I use RC.
WOW? The word of mouth is the best advertisement. Do you understand RC. All you have done is make your Company look worse. Try not covering up your mess and work with people. And why did you not just give them the Captain Cabin.
Posted on May 20th, 2008 at 12:06 am
I think online forums and reviews have their place, but at the same time, some people go too far to complain about everything. One man’s junk is another man’s treasure… some experiences need to be lived by each individual person, instead of taking another’s word for it.
If people went through life only listening to negative reviews, they’d never go anywhere. Honestly, I feel that people have to try and amend the problem with the company first. If you get satisfaction, then that’s it. No need to bad mouth the company or the employees just to make a point. If your issue isn’t resolved, THEN take it to the next level and let others know.
Posted on May 20th, 2008 at 12:06 am
Samantha, I personally think that you are completely out of line here… they have a life and personally they may be a lot like myself… I am scheduling my first and possibly my only cruise for my 25th Aniv. and for my very hard earned dollars I for one will expect the best. I am not interested in sewage in my room, getting locked out of my cabin or having my Anniversary wish being delivered to the wrong room. Maybe you have the dollars to not care, but many of us care how each and every one of our dollars are spent. I personally have made the decision to choose someone else besides RCCL for my maiden voyage… I am very glad for the review and the tenacity of the Morans to post their comments and let others know we do not have to take their crap… no pun intended…
IMHO….
Posted on May 20th, 2008 at 12:10 am
1st post to such a site – just had to comment.
#1 – YOU CAN NEVER MAKE ALL PEOPLE HAPPY ALL THE TIME
#2 – The customer is NOT ALWAYS RIGHT
Me – 35, single, never taken a cruise, bought and have paid/encourage my retired parents to do so on many cruises, though.
SHIT HAPPENS – While I feel for the Moran’s and their individual troubles on unspecified travels, we ALL have experienced minor bouts of travel anxeity (I crapped my pants once in Panama due to bad cerviche) you cannot expect a business (publicly-traded corporation or otherwise) to renumerate you for every mis-step.
Is Mr. Moran is the legal profession, I wonder? My comments about his love life will be reserved to that same comment.
-Kyle Cox
Posted on May 20th, 2008 at 12:10 am
This is a fascinating story. But the bottom line is this: No one should want to cruise with Royal Caribbean again. They deserve to go out of business for their outrageous conduct towards the Morans. Either that, or this Sebastian person needs to be fired for being so unbelievably stupid and not realizing what a company-killing PR disaster this would turn into.
Every business, not just Royal Caribbean, is subject to word-of-mouth stories from their customers. And it doesn’t matter how great your product is, someone is going to hate it, and they are going to tell everyone they know how much they hate the product. This is something that every business must deal with. The way to deal with it is to simply put out the best product you can, and trust that if you are delivering a great product, the positive word-of-mouth stories will drown out the negative ones. This is one of the more basic business concepts, but it seems that Royal Caribbean needs a refresher course in Business 101. The way to deal with negative word-of-mouth is NOT to disparage, stigmatize, or punish your customers.
I know that Royal Caribbean would like everyone to believe that the Morans are just chronic complainers who had unreasonable expectations, and just wanted to be negative for the sake of being negative. I hope that ExpertCruiser’s readers are savvy enough not to swallow that tripe. According to the above narrative, the Moran’s had an awful experience on Royal Caribbean where their cabin toilet overflowed and waste from the toilet ended up on their carpet. Royal Caribbean should have moved them to another room right away, but they didn’t. (I don’t for one minute buy the B.S. line that Royal Caribbean had no other cabins available on the ship). Royal Caribbean didn’t care enough about its customers, the Morans, to make their experience pleasant, so the Morans had to suffer with a stinky cabin for an entire two-week cruise. All that Royal Caribbean offered them as compensation for such a foul experience was a 20% discount and $500.00 off their next Royal Caribbean cruise. The Morans, unbelievably, were satisfied with such meager “compensation”. That, all by itself, proves that the Morans were not being unreasonable with Royal Caribbean. They were being a hell of a lot more “reasonable” than most people would have been. If I went on a cruise and my stateroom toilet overflowed human waste onto the carpet of my stateroom, and the cruise line refused to move me to another stateroom, you can bet that I would not have been satisfied with discounts on future cruises because I would never even think of going with that cruise line ever again.
For whatever reason, the Morans went and booked another cruise with Royal Caribbean. But they wanted to tell people about what had happened on their cruise and how badly they were treated by RC. That is their right. Royal Caribbean should have known that if they provide lousy customer service like they did to the Morans, their customers will tell people about it. But instead of focusing on how they can provide better customer service so that they are fewer complains from people like the Morans, Royal Caribbean prefers to attack the problem from the other direction: Do nothing to improve customer service, and focus your efforts instead on silencing people like the Morans who complain.
I have no desire to give my money to such a company, and neither should anyone else. My vacation time is precious. When I go on a cruise, I am essentially turning over every aspect of my vacation to that cruise line, with the expectation that I will be taken care of appropriately. This episode demonstrates that Royal Caribbean doesn’t give a damn about its customers. You can cruise with them at your peril. But I won’t.
(Full Disclosure: I have cruised with Holland America, Norwegian, Costa, Carnival, and Royal Caribbean. My only Royal Caribbean cruise was in 2001. Prior to reading this article, I would have considered cruising again with Royal Caribbean, but not anymore)
Posted on May 20th, 2008 at 12:10 am
I think Royal Cruise lines is being too sensitive. I think they offered the $500 not to compensate for the inconvenience, but in hopes of shutting them up. For RC to want to take down negative reviews is out of line. As a consumer I read good and bad reviews and I can gage if the review writer is being too picky or the company is really bad. Free speech is very important and anyone/ company trying to limit Free speech should be strongly discouraged.
Posted on May 20th, 2008 at 12:11 am
Hmmm… I think Royal Caribbean overreacted and made a mistake in banning someone for life. In attempting to suppress negative feedback they have gotten far more negative attention than otherwise. Based on what was documented, the Morans seem justified in making their issues known. That they continued to sail with Royal Caribbean despite the issues they encountered would have sent a pretty positive message too — but now the ban and problems are what will stick in people’s head.
Given what has happened I’m much less likely to go on a Royal Caribbean cruise and much more likely to go on a Norwegian Cruise Line cruise. Undoubtedly many others feel the same way.
Cheers,
Tim Oey
(My family and I haven’t been on a cruise yet but we are considering it)
Posted on May 20th, 2008 at 12:13 am
Kudos to RC! I would have done the same thing.
There are times when a complaint should be and needs to be made. But the Morans were nitpicking at every little thing that did not go the way they wanted it to. It is also the things that go wrong that make life interesting otherwise life would be very boring indeed.
Posted on May 20th, 2008 at 12:13 am
Perhaps the couple should consider another cruise line. . .say perhaps, Carnival.
It would not have mattered how much they complained; they would have continued to be ignored!
Posted on May 20th, 2008 at 12:15 am
this is bullcrap, and trust me ive been on the same cruise lines and the are not really up to my par either. i cant blame them for there complaints. i have a ton of them from my past 8 cruises
Posted on May 20th, 2008 at 12:16 am
Yep, I’ve worked in hotels and occasionally we saw the same type of person -the one who magically finds all these things wrong so they can get discounts and something for nothing. These are things that nobody else seems to find on the same journey or hotel room either, just this one couple. Interestingly, when the rest of us – if we were really were having problems would go to another business – these people seem to keep returning to the company that’s supposedly treating them so terribly. Seems like nothing more than a scam by the couple, again to get something for nothing. I bet they then complain about the cost of cruises when the lines have to raise rates to make up for scammers like this. Same as when people shoplift from stores, they raise rates to make up for the loss.
Posted on May 20th, 2008 at 12:18 am
Sorry about that…
What a great lesson to all.
You better make a habit of taking notes about the good
things (not the bad things) happening in you and around
you… and your world will be a better place to live.
That’s the Universal Law!
Posted on May 20th, 2008 at 12:18 am
I think that the Morans are scammers and RC was justified in banning them. There’s a big difference between banning someone for one complaint and banning someone for a substantial history of complaints and compensation. If there were so many things wrong on the cruises they took then I don’t understand why they continued to go on RC if it were not for the compensation. I just hope that NCL will not be victimized by them.
Posted on May 20th, 2008 at 12:22 am
I have not had the opportunity to read the actual wording of the Morans posts. From what I read here, it sounds like they simply stated their experiences, some of which I myself find unacceptable. I live in Alaska, and I wouldn’t keep my doors open in forty degree weather. In my opinion, for that incident RC should have given them a completely comped cruise. Other things are just what happens sometimes, though birthday greetings could be made up for with a free dessert or something, once it was delivered properly.
I don’t think it is acceptable for the cruise line to respond to honest feedback with such repercussions. Also, as a consumer, I appreciate the Morans telling their experiences and compensation for hardships, since it is a positive reflection on a company that makes adequate amends. It also reflects badly that they would want to squeltch feedback. I know that some people just like to complain, and I think that most of us can tell when something is a big problem (like the sewer) and an easily amended honest error (birthday greetings misdirected, but hopefully corrected later). And I would think the company would want to know that a latch is sticking on a balcony door, since that is a clear safety issue.
I don’t believe I will be going on Royal Caribbean, if given the choice, now, if this is how they treat people who have a reasonable complaint, such as the sewer problem, or are reporting a safety issue, such as the latch.
Posted on May 20th, 2008 at 12:26 am
Ya know, I don’t get out to dinner very often, and have never been on a cruise. But, I used to go to dinner with a “friend” who complained, corrected, and critiqued every molecule of the dinner with the proprietor/waiter(s). On top of that, she refused to ever leave a tip! It was not only embarrasing, but turned what should have been an enjoyable evening into a real drag for me. In all my life I’ve eaten wrong meals served to me, bad meat, good meat — but I only sent back one steak for a little more broiling that was still mooing at me. Those type of continuous complaints may make for more comps and issues of $500 for the complainers, but the cruise line was courageous to bar the couple from their line for future cruises. I, of all people, would never want the First Ammendment tinkered with, but too much is too much. And, ingratitude at this level is just SIN.
Posted on May 20th, 2008 at 12:26 am
I imagine that the Moran’s dinner partners couldn’t wait to get off the cruise. Ditto for anyone that shared an excursion with them. There’s few things worse on a cruise than listening to someone’s constant complaining. I’ve taken 10 cruises in the last six years and have met people like the Moran’s. I want to enjoy my cruising and tend to minimize any problems I might encounter. My motto is, “Pick up the pieces of your shattered life and move on!” I was on a cruise where we had to skip two ports because of engine problems. Half the passengers complained loudly, staged demonstrations, and made threats of not getting off the ship when it docked. I thought to myself, “Good grief, you’re in the Mediterranean and it’s 80 degrees. How can you NOT be ecstatic!” Remember the next time you are on a cruise and something goes wrong, nobody is really interested, and you’re impacting their enjoyment of their cruise.
Posted on May 20th, 2008 at 12:26 am
Good for RCCL… if Norwegian is “so much better than Royal Caribbean” then why didn’t the Morans discover it 4 years ago? Look out Norwegian, you’ll probably be hearing complaints and comp-ing trips for this couple for the next several years to come. It’s one thing to address an issue with the management at an establishment when something is wrong, but it is certainly another to continuously complain even after being compensated time and time again. If this couple was not after free/discounted travel, then why did they not choose a different cruise line after the first “horrible” experience rather than continuing to go back for more? Good Riddance!
Posted on May 20th, 2008 at 12:27 am
I think the cruise ship has a right to have posts removed that are defamatory in nature. Yes, there is free speech, but there’s no way to know if a person is trying to milk a situation. There are also malicious people out there that make a lot of allegations. If it can’t hold up in court and be a part of public record, it’s not a wise thing to post a complaint on Internet forums. I think the cruise line did the right thing in banning them from future voyages and in requesting negative posts to be deleted.
They offered discounts and apologies and yet the couple still thought they should air grievances publicly. That’s malicious. It does set a precedence for others that might want to milk the situation with false claims or to gain a moment’s ill-founded glory.
By the way, I’ve never been on any cruise and don’t work for any cruise or travel lines.
Posted on May 20th, 2008 at 12:32 am
Quote = “since 2004, the Morans sailed six voyages with two of the company’s lines. “On all but one of those sailing the Morans felt there were a variety of service failures they experienced” end Quote
If the experience was apparently ‘second rate’, why did the Morans return 6 times to the same cruiseliner ?
Me personally, If I have a bad experience/ bad service in any shape or form, be it a restuarant, a vacation, airline what not , I would give it a second shot, because sometimes sh*t happens, but if its still not any good, I would not go back. So why did the Morans do so 6 times ???
Posted on May 20th, 2008 at 12:33 am
I’m not much of a cruisegoer, but anyone who has worked in retail or in restaurants has seen this before — buy something, complain about the quality, get a discount or refund on the used item; come back, complain some more, get another discount or refund. The cycle keeps repeating, with every problem serious enough to demand compensation, but never serious enough to warrant taking the business somewhere else.
Posted on May 20th, 2008 at 12:33 am
what a waste of time. people complain about the dumbest things trying to get free stuff. These people should get a life or get the hell out. im tired of hearing about cheapskate people trying to get free stuff cause they can’t afford anything. get a life or get off this one.
Posted on May 20th, 2008 at 12:39 am
The author is missing a key fact in his/her editorial: They weren’t banned because of their negative review, they were banned for sharing the confidential details of their compensation online. If you were to sue somebody, and then settle out of court, the details of that settlement are always confidential.
They were banned and rightly so.
Posted on May 20th, 2008 at 12:41 am
[...] residents Brenda and Gerald Moran are experienced cruisers and big fans of Royal Caribbean. They were so happy with the cruise line [...]
Posted on May 20th, 2008 at 12:43 am
Cruises are to the privileged accorded; and supposedly, an opportunity to enjoy GOD’s given Graces at any time in anyone’s life. The journey will always conjure something exhilaratingly pleasant and fulfilling to those who have the opportunity and the resources to enjoy them. To be in a cruise is a unique adventure!
Interesting how customer complaints can take a different twist this time! While quality customer service is something ‘de rigueur’ for all service companies, customers must also be sensitive to the object and nature of their complaints.
If the Royal Carribean has been that remiss in their basic customer obligation, the couple can always switch shipping lines instead of this very embarassing consequence for all to know; and even sadly feast on. When nerves get frayed from issues bordering from the trivia to substantive, both the service provider and the customer can find themselves in this sad, oft times sensitive situation.
The key is in ethical approach that governs both parties. When a redress has already been made, the consequent response should be of quiet self-effacement to one who already acknowledged the shortcoming, and then this must already be given a rest.
This is something homegrown to my family, and I thank my parents for the proper breeding, decorum and ethics they taught us as young children in our home in the Philippines. I pray for this issue to find its proper conclusion.
GLORIA B. SORIANO
Organization Development (OD) & Behavioral Consultant
Development Strategists, Inc.
Founding President
Employees Council Association of the Philippines (ECAP)
Foundation, Inc.
Posted on May 20th, 2008 at 12:44 am
I read all 3 of her reviews, and out of all of the details (and let me assure you, there are PLENTY) I’d say about 95% of them are positive or “safe”….there are only a few minor quibbles or complaints, and all are justified. Royal Carribean made a bone-headed move banning these faithful customers. Smart companies use gripes from customers as VALUABLE insight into their own shortcomings (which apparently there are an abundance). Giving constructive criticism is something I do often, NOT to get free stuff (how tacky) but out of an honest desire to help these poor struggling companies improve their efficiency and operation. If Ms. Moran did anything wrong, it was being too loose-lipped with her interactions with RC – I would never have bragged that I got $500 from them, or whatever perks I was offered. I’m always discrete about my little freebies from companies, I would never go on a message board and brag about them.
Posted on May 20th, 2008 at 12:44 am
It is important to share an experience, whether good or bad. I believe you cross the line though when it turns into extortion.
Most people might give a cruise line one more chance after a bad experience, however, for The Moran’s to go back time and time again, it is obvious that there was an ulterior motive.
As a travel industry veteran, I rely on feedback from my clients for both positive and negative experiences. It allows me to make educated recommendations for my clients.
Posted on May 20th, 2008 at 12:45 am
Royal Caribbean were quite right to fire Mr and Mrs Moran . I have been a hotelier and have experienced guests who complain about everything ; make you apologise and apologise , without justification and then seek a discount . One supposedly honeymoon couple did it to the extent that they had made the waitresses cry at dinner . Afterwards , the husband came to me and put a hand on my shoulder and started to advise me on how to run a hotel . I turnded to him and said ,” There is no way that you and your wife will enjoy staying in this hotel , will you please leave .! Visibly shocked he said ,” Right now ?” it being 10pm I replied ,” No , tomorrow morning . In the morning they left without paying . I called the police who stopped them . The police said this was a common practice ; that people complain so much they’re asked to leave ; leave without paying and then do the same at another hotel . Our holiday area had a central telephone number through which we could alert all the hotels in the area
Posted on May 20th, 2008 at 12:49 am
why ride with RC so much if they were so bad? the customer is not always right! but regularly whiny.
Posted on May 20th, 2008 at 12:49 am
GOOD for Royal Carribean!! People like that should be banned!! They are just like some people who complain about food to get free meals!! If they are so unhappy about all the little things, then why do they keepo returning?? And then to badmouth and brag, that just makes it worse!! It leaves doors open for opportunists to take advantage of the company, and just like shoplifters, it just causes the rates to increase to compensate for the “extras” that are afforded to those that complain for no reason. Complaints should be saved for things that are not up to par, or for actual hazards or non functioning equiptment, but to complain repeatedly, and go onto forums to brag about what they were compensated, and what extra little things they got, or the discounts they were given over their complaints, that just gives ammunition to scammers that are out there to take advantage of the power of being the “customer” in a service world!
Posted on May 20th, 2008 at 12:51 am
Having dealt with John Q Public for years I commend the cruise line for what they’ve done, there isn’t a person in customer service oriented business anywhere who hasn’t felt the urge to do the same at least once. Some people just are never going to be happy and they’re certainly willing to share their discontentment with anyone who will listen and even better yet compensate them for it!!!!!
Posted on May 20th, 2008 at 12:54 am
I think the issue here is not because of the online comments/reviews wanted to be removed. It’s the issue of getting advantaged over a certain weakness, and in this case, it’s the company’s minor glitches and the client’s ever demanding complaints.
Posted on May 20th, 2008 at 12:55 am
I worked for a major tour company for five years & I dealt with many amazing & wonderful passengers. However, I also dealt with those for whom nothing done was ever enough. I have seen people connive (in front of me the employee) to defraud the company of all their greediness could get, they would even ask me the best way to do so. I restate, these passengers are NOT the norm. Most are lovely, pleasant & good-natured.
I guess the question is, could a couple be such a difficulty that a cruise line would find it in the company’s best interest not to do business with them?
In my experience the answer is a rare, but vehement, yes.
Good on you RCL.
Posted on May 20th, 2008 at 12:57 am
If I had to smell feces throughout the trip in the stateroom, I would expect a full refund. The other complaints might be a bit petty, not even deserving any compensation, but that one sounds quite foul. I understand you don’t spend much time in your stateroom on a cruise, but if I had to sleep in the odor of human waste, I would want blood! If the cleaning was thorough enough to remove the smell, I would be satisfied with a 20% discount.
Posted on May 20th, 2008 at 1:00 am
I unfortunately do not have the privilege of affording to go on a cruise; but this scenario can be applied to a lot of different situations. I dont think the banning of the couple has to do with anything about them posting their problems on the internet, on the internet. I think they are free to do so but we tend to take things ridiculously too far. Does one really expect to take a cruise, a flight, a bus trip and not have ANY ‘discomfort’ no matter how minimal? Just like a car, made by humans, something will go wrong somewhere at some point and it truly is not always something that can be controlled. As the cruise liner people stated, even they agreed with some of the problems that happened (and compensated for them), but some were just out of whack. Good riddance to the Moron’s, sorry, Moran’s…..
Posted on May 20th, 2008 at 1:02 am
PS… I read all three posts left by the Morans… and felt that they gave pretty good good reviews on the 2 ships… except for one ship they ahd troubles on… and I would have expected at least what they received as compensation for what they put up with during the cruise. To err is to be human does not apply to a business providing a service… IMHO… To err is a reason to make sure the customer is compensated for your falling short of what you were contracted to supply… again, if I pay what they are asking for their cruise…. you bet your booty I will be expecting to be wined, dined and coddled for that time… if I just want average and ordinary… I will stay home and go to the local hotel….
Posted on May 20th, 2008 at 1:06 am
As a business owner I feel its my right to choose who I do business with as much as its a customers right to pick a provider. I work in the IT Industry and have many large clients and I have been in that exact situation where no matter what you do you just can’t make the individual happy. Granted some of the items were a huge let down on Customer Service; but only a few were valid. The bathroom thing would have sent me to a totally different provider and be done with it. I wonder how long it will be until there are other comments about other vendors. I back the decision that RC did and have also made the same decision with a few of my former clients………
Posted on May 20th, 2008 at 1:13 am
I think anyone exposed to RAW SEWAGE OR A RECURRING TOILET BACKUP in their cabin should be entitled to a free cruise PERIOD!! I’ve cruised about ten times and love it!! However it seems that alot of their complaints are justified!! If not then don’t compensate!! Banning is riduclous!! A better idea would be to ask them to contact the line directly with any complaints before they publish a negative review. Thre are so many really wrong things that the cruise lines need to prevent!! If it seems that they are chronic complainers then stop offering the compensations! Getting locked onto the balcony for three hours is ridiculous!! What if you had to use the bathroom?? Everyone is entitled to free speech! If they want to post their comments and they love the cruise line it should be both positve and negative comments! Banning them for justified comments is really stupid andunforgivable but banning them for things that really need mention is , quite frankly liable!!
Posted on May 20th, 2008 at 1:15 am
RC should not have banned her from a cruise. I work for a a large computer company in complaints. If we banned every person who complained we would lose business. Also the people who contacted RC a about the compensation she was receiveing where wrong. They don’t know what compensation they would receive if they did the same. There is nothing wrong with being truthful in your post. Hell if i pay for a cruise for 14 days and I had to keep my balcoany open to release the smell I would be pissed off. Pissed off aint the word Irate. The thing about she was happy with 20% off her next cruise what 100-200 dollars aint nothing. It wasn’t like they went on one cruise and they RC made there life a living hell, but the were honest. I read all her reviews and she rated most of the ships and service 4 plus stars. I can she if she gave them a 1 star. She really had nothing bad to say only to tell of her issues. Also Alaskan cruises are over 2500 dollars. So they are not spending chomp change to go on these cruises. So leave them alone and let them blog. I would rather read about truthful issues on a cruises vs someone saying everything was just great. Nothing in life is ever great all the time.
Posted on May 20th, 2008 at 1:15 am
I have 2 things to say. First, when the cruise made an offer of compensation and the Morans accepted it, that is the end of the issue so don’t continue to complain. By telling to cruise line you are satisfied with the compensation, you are saying you have no further complaints. Secondly, I will give a company a second chance and that is it. If I am not satisfied after a second trip, I am going to seek another company. so why did they keep going back. All that tells me is they were either getting over on the company or they weren’t that unhappy.
Posted on May 20th, 2008 at 1:21 am
RC should not have banned them from there cruise line. I work for a large computer company in complaints. If we banned every person who complained we would lose a lot of business. Also the people who contacted RC about the compensation she was receiveing where wrong. They don’t know what compensation they would receive if they did the same. There is nothing wrong with being truthful in your post. Hell if I pay for a cruise for 14 days and I had to keep my balcony open to release the smell I would be pissed off. Pissed off is not the word Irate is more like it. The thing is she was happy with the 20% off her next cruise, 100-200 dollars isn’t nothing. It wasn’t like they went on one cruise, and RC made there life a living hell. However, they were honest in posting. I read all her reviews and she rated most of the ships and service 4 plus stars. I can understand she if she gave them a 1 star and complained unreasonably. She really had nothing bad to say only to tell of her issues. Also Alaskan cruises are over 2500 dollars. So they are not spending chomp change to go on all of these cruises. So leave them alone and let them blog. I would rather read about truthful issues on a cruises vs someone saying everything was just great. Nothing in life is ever great all the time. In addition, thousands of people go on cruises everyday with various companies. I don’t think her posting of her RC experience is really going to stop people from going on there ships!
Posted on May 20th, 2008 at 1:26 am
I think the Morans are chronic complainers and fellow passengers as well as the cruise line will be releived to have them gone. After the cruise line did its best to adjust the situation for the Morans’ benefit they should have posted a positive comment saying that the line did their best to accomodate them. I feel sorry for Norwegian Lines.
Posted on May 20th, 2008 at 1:34 am
if you read her reviews they arent that bad. she raves about the good things more than she complains about the bad. Royal Carribean should be ashamed!
Posted on May 20th, 2008 at 1:35 am
I dunno, having to spend several nights in a small area (cabin) with a backed-up sewer deserves 50% off, if not an entire replacement. RCCL should have been horrified that any passengers had to endure this. I’m not saying the Morans complained too much or too little, but what an awful experience that would be.
Posted on May 20th, 2008 at 1:41 am
I don’t blame RC for banning the Morans! There’s only so much you can do for individuals to make them happy! And if the first time wasn’t a clue for them to find another cruise line, then I think they were trying to get as much as possible from RC as they could!
As a server, I deal with complainers every shift and I know what it’s like to never do right in their eyes. I wish I could be like, “You’re banned for life”! lol
Posted on May 20th, 2008 at 1:48 am
this case is all about power and who has it, the passenger or the liner. I have work in the customer service section all my life. And I know how difficult it is to please everyone. The liner took the right measures in trying to work with the customer to solve the problem. You would imagine that the Morans would be matured enough to take the consequences of their actions. If one continues to harshly critic a company for the services, why be so surprised that the response is nothing less than harsh as well. I apologise ladies and gents but you get what you put out.
Posted on May 20th, 2008 at 1:54 am
i think the morans have every right to post their experience on a forum. and i also think they are absolutely entitled to what RC wanted to give them and even more. i actually think they should have gotten refunded completely. having sewage spill over into your cabin and dealing with that smell for 14 days is absolutley nausiating. not to mention keeping the window open for 14 days in 40 degree weather! free speach is what makes america so great, and for a cruiseline to take that away from someone by banning them is completely rude and selfish. after reading the moran’s review, i dont think i will be cruising with RC in the future.
Posted on May 20th, 2008 at 2:02 am
GOOD!
As a consumer- I am happy that I can vacation with a company who doesn’t want to entertain crabapples. Nothing is worse than vacationing with people who constantly complain or behave as misers. Especially when they have been compensated or discounted.
As a person who has worked in hospitality- I say, its about time that companies realize, the customer may always be right, but not always right for them.
Lastly, my sister was THE shipboard entertainment for RC a few years ago. Her employment was for a little over a year. We [family] are “tell it like it is” people. If there was any negativity regarding this cruiseline, she would have NEVER recommended it. It is her reputation at stake & she wasn’t given any additional compensation for telling us to use R.C.
I am sick and tired of people getting something for nothing with large companies.
Posted on May 20th, 2008 at 2:05 am
To me her letter was not at all that bad…..I have heard a lot worse out of people and basically she was just letting people know what they had experienced on other cruises and what to expect on this cruise. Appearantly they must pay more to be a “Diamond” member…..I think if it were some of you who are saying they need a life you would be upset too. You pay big bucks for a cruise you want it to be perfect. I further more think that if sewage backed up in my bathroom and those kind of temperatures 20% off of my next cruise would not be sufficient. Now the bit about the coffee…….Come on…How long do you expect coffee to stay hot?LOL. If some of you people have money to blow on cruises and don’t care if sewage backs up in your room donate some to me and I will take a cruise then…..But in my case if I saved up money to be a “Diamond” member and took a cruise it better be a darn good one!
Posted on May 20th, 2008 at 2:06 am
I am glad you banned them. While the things that were listed happened, they continued to complain online, and return for future trips. No wonder they could take 2-3 cruises a year. After discounts, etc who couldn’t. It is people like that who change policies on how customer complaints are handled after someone else abuses “customer service”.
Posted on May 20th, 2008 at 2:07 am
I believe what Royal Caribbean did was well within their rights, and I’m glad they took action and banned the couple for life. RC knew that they would get some negative publicity from all the articles written on this subject, but I believe it will help their bottom line in the end. Customers know that they will be taken care of generously for any large mistakes of unfortunate situations that occur that inconveniences their customers while on a cruise.
People who were complaining to corporate were their own customers who felt that the couple was sandbagging the company. Consumers such as this couple are the ones who drive up the costs for consumers. The couple had a legitimate complaint with the sewage backup, but I’m sure it was cleaned very well and didn’t require their window to be open the rest of the trip. They were compensated $500, at first towards a future cruise but now they can use it for whatever they see pleasing.
RC is not the only company to start banning customers for complaining too much. AT&T wireless as well as other large corporations have been doing this for a while now. Every complaint takes up valuable resources to research, whether it is a legitimate complaint or not. Resources to research + employees = extra money for everyone else. I see frivolous complaints daily as an executive myself for a fortune 100 company.
RC had earned my business with their actions and I applaud them for having the courage to do what they did. My only complaint is RC asking websites to remove complaints from a message board, that’s every American’s right unless it’s proprietary information. Kudos once again RC!
Posted on May 20th, 2008 at 2:09 am
This is why I don’t travel. I am happy to just go to work, get grocery and stay home. I don’t have and I don’t need to spend money on girlfrend, wife or children. This is the time for me to work and save. Tom Leykis rules!!!
Posted on May 20th, 2008 at 2:16 am
It is Brenda Moran’s first ammendment right to post whatever she likes about Royal Caribbean as long as she believes it to be true!! Who is anyone to decide when freedom of speech is ok and when its not …its FREEDOM!!! Maybe Royal Carribean is a “crappy” cruise line. How do we know if we have never been on one of thier cruises? Oh yeah, read the postings of other cruisers. I think being locked on a balcony for 3 hours and having your room infested with sewage are very reasonable things to post!!! Great customer service is something we should all expect from anyone we give our hard earned money to, and it appears to be fading in America. Shame on Royal Caribbean for exhibiting terrible judgement and service. I think I will not cruise with RC.
Posted on May 20th, 2008 at 2:33 am
This is the best thing that can happen to people who act too smart…LONG LIV RC…such a luvly way of expressing displeasure…..(Better find another company)..Kool
Posted on May 20th, 2008 at 2:47 am
Isn’t this what America is all about, or hopefully still is? We have the right whether we are the client or the company to choose to protest services, or as the company to refuse service. It is called freedom. Regardless if it is not customary for a company to ask for often repeated negative commentary to be removed, it is the company’s right to at least request it. It is also the online message boards to refuse. All rights aside, it did seem petty for the Morans to complain so continuosly in spite of all the retribution the RC offered and compensated with. Seems strange to think the Morans as ethical, when they repeatedly returned for services that they repeatedly complained about with online “slander”. It would seem that the Morans have an excessive sense of “entitlement”. Just an “observer”. Theresa
Posted on May 20th, 2008 at 3:14 am
Some people think they are princes and princesses. You’re on a boat. Things happen. They tried to make it right.
It’s pathetic how so many people just only know how to complain, instead of learning to enjoy what’s left of their short, sad, pathetic lives.
Posted on May 20th, 2008 at 5:05 am
Someone will have to explain to me why this Cruise Critic member is protected on that board, and by whom. It seems she has caused a lot of resentment, and this article has ignited a firestorm.
Seems like they should have gotten the boot from there as well.
Posted on May 20th, 2008 at 5:55 am
[...] However, with each of their complaints, Brenda and Gerald Moran would receive compensation in some shape or form. They were offered more than their fair share stemming from their last ship, but they still continued to complain and post to the message boards. Royal Caribbean banned them from their ships for life. Read the complete story at expertcruises.com [...]
Posted on May 20th, 2008 at 7:08 am
Honestly though. A little bit of investigation would suffice. If these claims are in fact valid and nowhere have I seen the cruise companies deny this, then the prerogative “The customer is always right” should be followed. I don’t care if these people are nit picky negative attention hungry critics. That doesn’t make it right for the cruise to try and silence them or ban them. But this country is too free. The cruise people should be serving, they’re getting paid so they should do their job to please the customer. I don’t mean for them to do anything outside of what’s expected but customer service and premium quality facilities are expected. If I, as a customer service representative, were to ban someone from our company just because they were rude and complained, then I think we’d have a problem. We give our workers too many rights and acts as if their feelings and the reputation of the company is more important than the customer. No matter what, one should strive to accommodate the customer. Obviously if these people could find things to complain about, then they must have been there. We should all remember that businesses only exist to rip us off in the first place.
Posted on May 20th, 2008 at 8:11 am
It is apparently not uncommon for people to complain in order to get on board credits or other type of compensation and it sounds like this is what these people did. As a frequent cruisecritic poster, I have seen people brag about complaining to a cruise line simply to get the onboard credits and compensation. It is truly a scam that apparently backfired on these people. More power to Royal Caribbean for doing this. Perhaps if other cruise lines “caught on” to their frequent complainers, those of us who enjoy cruising could benefit from the dollars saved by stopping these payments to the scam artists.
Posted on May 20th, 2008 at 8:15 am
I have been on 16 cruises. Five of them on RCCL. Of course there are minor problems on all lines. I was on the QM2 when it had engine trouble and sure we missed a couple of ports and a 2nd day in Rio, but were well compensated for the loss. The 10 cruises on Princess have had some problems which were all taken care of shipboard. If you look hard enough, you can always find things to complain about and I think that is what the Morans’ did. RCCL was right in their decision to ask the Morans’ to use other cruise lines. No business needs to put up with chronic complainers! Oh yes, ALL of my cruises on RCCL were wonderful. On one cruise to Alaska, I took my entire family (16) including small childern and teenagers. From those taking care of the children to our wait staff could not have been more considerate. You go RCCL!
Posted on May 20th, 2008 at 9:19 am
if you read the reviews linked above you see they’re three quite positive reviews. no mention is made of a spill of sewage, just a sewer odor. there is definitely more to this story than is contained in the original and followup articles.
Posted on May 20th, 2008 at 9:28 am
Moran gave very nice complimentary comments for RCCL’s ships
Freedom and Jewel so the RCCL spokesman misrepresented the facts
by stating she “complained about all but one of six cruises with the company since 2004.” I’m not impressed with this misrepresentation and trying to misconstrue
the facts. RCCL should have done the smart thing and moved Moran to another
room and been done with it.
Posted on May 20th, 2008 at 10:29 am
So basically these morans complained about every little thing but continued going back because Royal Carribean catered to their whiny arses. But that wasn’t enough, they decided to go public and not only air their grievances but post what Royal Carribean did to rectify the situation. Royal Carribean decided they were getting bad publicity for passengers whose expectations were completely untenable. Tough shiat morans.
And for the other moran who is trumpeting free speech … The government is not persecuting these morans (or you, moran). Freedom of speech is no more relevant to this case than Dog Licensing for the 5th District of Maine. A business has a right to refuse service to anyone including problem customers. These precious little snowflakes will have to find somewhere else to cruise and biatch and complain and write letters about. Once again, tough shiat.
Posted on May 20th, 2008 at 10:50 am
[...] Caribbean International banned a couple from cruising on any of their ships because they complained too [...]
Posted on May 20th, 2008 at 10:58 am
I’ve been cruising for a long time (since 1972) and Royal Caribbean was my first cruise. Although I believe we’ve probably all had some sort of minor complaints at one time or another, it wasn’t anything like the Moran’s. We were actually told by people who work on cruise ships that the line always has to keep a few extra cabins available for mishaps (I don’t know exactly what that number or percentage is) but our son’s cabin had a flood from the air conditioning on NCL 2 years ago and he and his friend were moved to another cabin for 3 days until the problem got fixed. I had no complaints – at least they had another cabin available and NCL was very apologetic. I think the sewage problem the Moran’s encountered was a legitimate complaint but I can’t see how RCI didn’t have at least one other cabin to give them (maybe not a balcony but at least a clean room for the time being). I don’t think the Moran’s should’ve voiced every little problem and the compensation they received on the Cruise Critic board. That should be kept private. If the line was really that BAD, why return? Give it a rest, try another line and then come back. I do it all the time just to try different lines. I’ve never been on a cruise where things were that bad I had to tell the whole world about it! RCI will still have its great reputation and doesn’t need complainers or shall we say “scammers” as other people have said. Now, I have been on a cruise where an unruly passenger was booted off the ship – let’s just say it was behavior that was not going to be tolerated and the cruise line did do the right thing after numerous warnings were given. Don’t think they’d ever do it? Just behave and not cause problems and enjoy your cruise!
Posted on May 20th, 2008 at 11:04 am
Brenda Moran has posted her Norwegian Cruise Line review on our forums
http://www.expertcruiser.com/forums/showthread.php?t=60
I can’t see anything wrong with her reviews — she dishes out the good with the bad.
Best,
Anita
Posted on May 20th, 2008 at 11:05 am
My husband and I are Diamond members with RCCL. We’ve been cruising since 1979.
Regarding “Banned”, I believe her first two complaints need some further explanation. Everybody knows the doors on the verandas close automatically. It doesn’t take a rocket scientist to know that if you’re alone in your statement you should prop the door open. This seems to be a matter of making someone else responsible for your actions.
About that birthday message, did the sender give the correct stateroom number? Was it clear? I suspect something is up with that, too.
I don’t know about the sewage problem and the smell. We have never experienced anything like that. Perhaps the Morans had complained so much that the staff was no longer listening. (Like the boy who cried “wolf”.)
On one cruise we were tablemates with a lady traveling with a man with whom she began having trouble. When she became afraid of her roommate, the staff moved her to another room. They also moved his dining to a different time and table. All this was done with such discretion I was amazed.
People should remember when they are traveling that stuff happens. A ship is a huge, floating city. I think Royal Caribbean does an amazing job. The staff is friendly and helpful.
Posted on May 20th, 2008 at 12:50 pm
Hey Royale C! Have you learned something from this?
We ALL have horror stories about poor customer relations. Why haven’t you changed your behavior?
1) How long have you been in business? Really!!!
Compensate your customers quickly and appropriately! If sewage is in the room, give them the suite! Since when has ANY of your ships been fully booked?!? NEVER!
If a passenger gets locked out of their room for three hours, and it’s your fault, give them a $60 certificate for the private dining room.
)Oh, and by the way, offering a percentage off of future travel is the cheapest thing you can do. It’s an insult.)
2) If you do offer compensation, do what the courts do. Have the client sign a contract of non-discloser. Duh!? Don’t you have lawyers or even a law student that can advise you?
3) Haven’t you learned the simplest techniques of public relations?Respond to the negative criticism on the websites. This will show the public that you’re listening, that you CARE, and that you’re doing something about it!
Or, ask good customers to post positive comments on the websites.
That being said YOU HAVE EVERY RIGHT TO DUMP THE INCESSANT COMPLAINERS AND THOSE TRYING TO RIP YOU OFF. WE ALL KNOW THEY ARE OUT THERE. WE ALL KNOW WHO YOU ARE.
Posted on May 20th, 2008 at 2:20 pm
We’ve just completed our 20th cruise with Royal Caribbean and they are wonderful. All of the staff work hard to meet your needs and we’ve seen many of them be treated terribly by arrogant passengers. We are Diamond members and we have seen a few passengers who have let this benefit go to their heads by being unreasonable and demanding. One less than gracious guest was screaming at the concierge that she had requested a round table — not an oval, not a square, not a rectangle — but a round table. Didn’t he understand what round meant! After that shrewish woman left we went up to the concierge and told him that we would be happy to tell his superior our account of this incident if the woman caused problems for him. I thought of this (uncomfortable for us and embarrassing for the concierge) incident when I read about the Morans.
We’ve sailed on 11 of Royal Caribbean’s fleet and without exception have found the staff and cruise line to be very conscientious and concerned with providing the best possible customer service. Have there been some things that weren’t perfect? Of course, but that’s just life. We’ve been impacted by a medical emergency that delayed us, but I was comforted by the fact that RCI put the welfare of the person who was sick above all else. If it had been my family member, I certainly would have wanted them to be the first priority.
Hopefully news of the Morans being banned from future sailings will get out to all of the negative people that complain about everything. Their lousy attitudes effect all of us and we would love to not have to look at their sour faces on future cruises.
Way to go RCI. We are Loyal to Royal, with 20 cruises behind us and 6 more already booked. We think that you are the best and so do our kids and grandkids.
Posted on May 20th, 2008 at 3:19 pm
I am also a Diamond member. I have 10 sailings with Royal and will be leaving on my 40th cruise in December. I, too, have had complaints in the past, but never anything I “requested” compensation for. I enjoy them, I don’t feel they’re the best, would definitely sail with them again. One thing I do know, nobody ever got banned from a cruisecritic for a negative review, nor did the cruise line request that Brenda’s neutral reviews be removed. I think the bigger issue here is how Brenda’s stories always seem to “grow”. First, there was only a sewage smell. This happens often in the aft part of the ship when in port (we had an aft cabin on Celebrity. There was a smell from time to time. When we requested Celebrity move us due to paint fumes, they ceased with the painting and put up large fans. I never asked for compensation for this! Guess I should have!) From there it went to raw sewage! I do know the Morans were banned in November, is this really news and shouldn’t a certain reporter be doing her work and getting the facts straight? Where to next Brenda? HAL? Anita, Brenda writes a very good review, but, she stirs the pot incessantly on message boards. I can indeed, direct you to a link that will demonstrate what this woman is really like.
Posted on May 20th, 2008 at 4:57 pm
oh boy, were to start. You guys need to read the cruise critics board to really undersand whats going on. You also need to go to the googleboard where Barbara used to post at.
They have been running this type of scam for a long time. They tried to carry a black light on to Celebrity but were caught because as blatant as they were, they decided to let everybody on the cruise board know what they were doing.
Think I’m kidding? Run a search on “blacklight, Barbara Moran”
They are nitpickers to the Nth degree, and RCL is glad to be rid of them because when you comp somebody a free cruise give them free stuff because they complain and complain so they can get more free stuff (and brag about it), and just keep coming back like roaches, its time to cut them lose. Hopefully NCL will not let them stay around long.
They make it hard for people who have real issues and real problems to be belived by the cruise lines.
Her reviews on cruise critics was NEVER removed. Ever. Her review on there said the toilet smelled, and the article says sewage was on the carpet. If that was the case, WHY was this not in her review???
They ran games. Barb would say one thing in the review, and write a nasty letter to the cruiselines. Trust and believe that is FACT.
Posted on May 20th, 2008 at 5:10 pm
Anita Potter,
You write a slanted article, then expect people to visit “your” forums, directly competing with CruiseCritic?? (Well, actually, your forum is NO competition… Check the posts)… Tacky..
i.e.
Anita Dunham-Potter said, on 05.20.08 at 11:05 am
Brenda Moran has posted her Norwegian Cruise Line review on our forums
http://www.expertcruiser.com/forums/showthread.php?t=60
I can’t see anything wrong with her reviews — she dishes out the good with the bad.
Best,
Anita
Posted on May 20th, 2008 at 6:31 pm
Folks,
This is not the Cruise Critic forum — I have chosen not to post many comments simply because they are way out of line with personal attacks. I am not going to allow mean-spirited posts on ExpertCruiser, ever! However, if you want to have a thoughtful conversation with substance post away.
Regards,
Anita
Posted on May 20th, 2008 at 8:51 pm
I like the idea of a travel supplier posting a review of guests online….maybe I ought to give John Heald a call–he’d go for it too.
Yes the sewage issue sucks. No way around that. Locked on a balcony for three hours? I have some doubt as to that but what are you gonna do.
Many here have stood up for the Morans. I am not so sure. There seems to be a lot of evidence pointing to them being out for a freebie. I mean, did they have flourescent fuzzy posters to go with the blacklight?
I would hate to vacation with folks like this. ANd honestly, I think RCCL could NEVER please them. What do you all suggest? That RCCL just discount every cruise they take for $500? No, you cut your losses.
There are too many people today that exist just to complain and get something for nothing. THey had some legitimate issues for sure but you do need to draw the line at some point!
Posted on May 20th, 2008 at 9:14 pm
These people don’t go vacationing – they go hunting for free stuff, looking for trouble. Although the problem they had with sewage in the room is unacceptable, I will not be surprised if they caused it, so they have something to complaint about AND get a free trip or something. I’ve seen how the ships are designed and if there is a sewage problem in one room there is the same in another. I’ve seen people like this when I was serving American Airlines passengers. I was warned ahead of time when those passengers were flying. And you can see how they will do the impossible to create problems.
When I have problems with a service – I just don’t use them again. And I’ve experienced pretty unacceptable situations with RCN – the only cable company I could use at the time – I didn’t have the choice to take my business elsewhere, unlike the Morans. But I took the stand and didn’t have cable for 2 years. Believe or not when I was buying my condo this was the first question I asked every time – What’s the cable company?
So, the lesson? You don’t like it – don’t go there!
Posted on May 20th, 2008 at 11:09 pm
I have not read their complaints just the feedback on this site.
As someone else mentioned “sewage equals a free cruise”!
Posted on May 21st, 2008 at 3:49 am
[...] Link is here. [...]
Posted on May 21st, 2008 at 10:43 am
I have read the Moran ship reviews and I find that they are nothing more than a factual retelling of their experiences, both negative and positive. I have a cruise history of 85 cruises since 1985, so I am not a cruise novice. When a cruise line advertises themselves as four or five-star experiences, but delivers one-star performances, then the client has a right to be upset. However, I also quit cruising with Royal Caribbean many years ago after 14 satisfying trips with them and their predecessors, and no complaints filed. When I did complain about something in writing it became apparent that RCL was more interested in their corporate “bottom line” than retaining my customer loyalty. I did not ask for any additional compensation either. At that time I had a cruise record of about 40 cruises and we had not yet retired. They lost my future business which would have earned them far more profits, because of their really bad customer service. I have a few favorite lines now that I cruise with who value their repeat customers more than the immediate profit margin. So, it is no surprise to me that RCL attempted to negate the bad publicity (i.e. the comments about sewage odors) with $500 and a request to remove what they perceived as negative publicity. I urge any of you reading this post to read the MACOP reviews that were actually posted on Cruise Critic BEFORE offering your comments. The Morans postings were what is referred to as fair comment and posting their resolution was simply “the other part of the story.” I, personally, want to know the resolution as it helps me to judge how a cruise line deals with customer complaints. There is a reason that forum is called, “Cruise CRITIC”. Thanks to the Morans for being willing to post their comments, bad and good. And, shame on RCL, for once again, failing to recognize what customer service should be about and for showing their true colors. If you read these postings carefully, RCL, you will see at least four or five people who will not sail with you. Was it worth it to the corporate “bottom line” to lose these potential customers? In today’s economy these type of reactions may come back to bite you. You banned them because they complained and wouldn’t remove their comments. They weren’t violent or drunk or druggies or threats. They simply made fair comment on their treatment. Aren’t you being a tad insensitive, RCL, to your customers issues?
Posted on May 21st, 2008 at 4:26 pm
These people are scammers (well, at least Brenda is). I have read her reviews and her postings on various message boards. She is always looking for something for free. And I really mean looking. She used to brag on Cruise Critic that when she travelled she would bring a black light with her to scan over her accomodations – Hotels and Cruises. She even bragged how she would then get compensation. At one point members of CC alerted Celebrity Cruise Line to what she was up to and they were able to get hold of her black light prior to her boarding. She never sailed with them again.
As far as her being a Diamond Member of RCCL, she has not taken enough cruises to be that level. She forced the Cruise line into making her that level. When she wrote her review she only mentioned a sewage “odor”, now in the news articles she is saying that it was on the carpet. Isn’t it funny that it was never mentioned in her original review when she came home from the cruise and it was fresh in her memory? But 5 or 6 months later she remembers it?
She recently posted her review on the NCL Dawn, but I would not be surprised if she was writing to NCL Corporate with complaints from her cruise. Now, she has found out that Casinos at Sea will book rooms on NCL ships for 17% discount or possibly even free because she gambles in the casino on NCL. Guess who just lost out on probably very hard earned future commissions? Her beloved Travel Agent. The same one that supposedly just paid for Brenda and Jerry to be in an upgraded room AND also paid for the bottle of Vodka that Brenda likes to have in her stateroom upon embarkation. She is a real piece of work for certain.
Her posts on Cruise Critic (CC) are unintelligible ramblings that nobody can understand. She writes about how she saves money and how she gets upgrades. In one of her ramblings not too long ago she posted something to the effect of “Yeah for me” and posted a story about how she basically bullied a Sears Store Manager by threatening to call the State Attorney General’s office if he did not give her a sale price or discount of some sort on 2 dresses she was purchasing for her cruise on NCL. Now if you are in a Department Store with only your cell phone and making these threats, do you really have the AG phone # pre-programmed in your phone??? I bet she does! It is quite pathetic what she does.
At one time she wrote a story of how she was in Hawaii in a car rental office and had to wait on a 20 minute line to get her rental paperwork done. She called the office that she was standing in from her cell phone and asked for the manager to complain about the line. Not only did she get an upgrade on her rental car, she writes that she only had to pay for 1 week of her 2 week rental. Go figure.
You can google her by her previous CC name of theawesome1 and get an eyeful. She was at one point an auxillary police officer, hence her name on CC is MACOP, but she will tell you she was a cop. She will also tell you she was an actor of sorts, a pole dancer all kinds of crazy stuff. And why won’t CC ban her? Nobody knows, but, yes they do protect her in a way. Maybe they are afraid of her own stupidity of going to the press and getting the bad press by accusations on her part.
Before anyone here or anywhere else judges RCCL about the acitons that they took, please realize that Brenda’s shenanigans are COSTING US ALL. From the stores she frequents and bamboozles them, to the appliances she purchases, even to the cars that she buys she is getting away with this and it really has to stop.
Oh and by the way she writes that she pays for her vehicles with cash. Not too many Americans these days can say that. Oh and for paying cash she gets “upgraded” features in her cars. The list is endless.
I am also wondering if her plan to “out” her story was to make RCCL look bad. In my opinion it has backfired for her and now many people know her intentions and hopefully future Cruise Lines, Airlines, and Car Rental Companies will see her coming. She brought this all on herself.
Posted on May 21st, 2008 at 5:50 pm
I have read all of the above comments with great interest. I have taken three cruises, all RCCL, and they were fabulous. All of you people who are not going to cruise with RCCL because of this one couple are missing out on the vacation of a lifetime……….thousands and thousands and thousands of people cruise with RCCL every day and you are going to base your decision on the words of obviously chronic complainers. I’m glad that the Moran’s won’t be back on any of the RCCL fleet………..at least I know I won’t have the displeasure of running into them or have having to eat dinner with them for an entire cruise. If service is lacking in an area, simply don’t leave a tip……..oh, but the Moran’s probably don’t even leave tips at all. They probably feel that is their right to be waited on hand and foot and that the staff should be glad to have met them. I agree with all of you that have said Get a Life! Since I am also from Cleveland, I just hope I never have to sit near them on a plane some time.
Posted on May 21st, 2008 at 11:08 pm
I have been following this story because I was wondering what would prompt any company to refuse a customer’s money. I was also wondering if the review might be at least part of the reason. The review wasn’t terribly scathing, so that couldn’t be it. More curious, I started reading through this woman’s posts on Cruise Critic as well as several other forums. She is obviously screaming for attention and hasn’t found a way in her life to look for it in a positive way. According to several of her her profiles (between the two handles I saw), she is a former model/dancer , (highly doubtful she’d be a model at 5’4″), TV personality, police officer, journalist, website owner, professional product tester, gossip columnist (and those are just the ones I can remember). I’m pretty sure that if her life was that fabulous, she wouldn’t be buying and posting about her Hundai.
Obviously, this is a person with many mental problems and insecurities that she isn’t feeling validated unless she’s being fawned over. If said fawning doesn’t happen, she spins out of control. The only thing I’m not sure of is if she is addicted to the fraudulent gathering of freebies, or the attention she gets from behaving badly in public and on internet forums.
I can read through several of the posts above, and can clearly see from the content of the comments and hideous writing style (obviously we can cross journalist off of her list of fictitious careers), that she is responsible for almost all of the positive comments here. The use of CAPITAL LETTERS for emphasis, the long and rambling commentaries with the same, vapid tone are a dead giveaway.
Ms. Moran, the gig is up. The hotels/cruise lines/airlines have your first and last name now, so expect to be banned from many more. The only thing I could say to the cruise line is, “What took you so long”?
Posted on May 22nd, 2008 at 12:57 am
Ms. Dunham-Potter
When are you going to update your story with all the facts.
Many days have passed, and it doesn’t seem you are updating any information you have since uncovered, or have been supplied.
Posted on May 22nd, 2008 at 5:25 am
First of all I have been on several cruises and would like to say that Royal Caribbean is one of the nicest lines you are going to find. Those of you who would let a MORON (yes, I spelled it correctly) keep you from experiencing RCL should be ashamed of yourselves.
As for the Morans they shouldn’t have agreed to the 20% if they weren’t happy. They should have negotiated an acceptable compensation while the negotiations were still on the table. Once they accepted the offer RC is free and clear. The Morans came back and posted slander after the deal had been made and accepted. Plus after the slander RCL still offered up yet another compensation in the form of the $500. The real issue here is not that they used a public form to bi**h, but that they disclosed there settlement to thousands of people. The Morans should have been banned from the line. Especially complaining on 5 of the 6 cruises. Of course I don’t know how you could find all the complaints in her review. She LEFT OUT SO MANY DETAILS. I really wanted to know what time she plucked her eyebrows, and when her husband sneezed I couldn’t find that information anywhere in her incredibly short review. I would like to know what other cruise line they were kicked off of. I loved someone’s earlier comment about Carnival. I laughed so hard I cried. The Morons obviously haven’t tried Carnival yet or they would be complaining about the drunken passengers lying in vomit in the hallways. Something you will not find on RC. RC gives ample opportunity for complaints at the end of each cruise in the form of a comment card. I was contacted after my cruise to give additional feedback. I was honest and told them what was not so great, but I gave them much praise for a couple of instances where they went above and beyond the call of duty.
In the case of Mr. Moron being locked on the balcony, I find it highly unlikely that he was left there for 3 hours. We had a similar incident with a neighbor and the first mate was there within 3 minutes.
The Morons were complaining that they only received 6 gifts. What were they expecting? Myself and others who are frequent cruisers have only received one. They must have been REALLY annoying to get 6.
The Irony of this whole situation is that it started with an online complaint by the Morans, and now they are being ridiculed and dissected by strangers on multiple websites.
Posted on May 22nd, 2008 at 3:29 pm
I don’t see why a cruise line can’t choose whom they will allow on board. I’m sure the other cruise lines would be glad to have those people available for their lines, unless they are on a banned list such as Las Vegas & Atlantic City casinos use. That would be discrimination just for complaining ??
Posted on May 22nd, 2008 at 4:10 pm
Brenda Moran is well-known among many Internet travel forums for her complaints — the only thing different about this episode as opposed to any of her other experiences is that the company in question wouldn’t cave in to her. A google search of her username on many of these sites — “theawesome1″ — will tell the average person a lot more about the type of person being described here than this unbalanced fluff piece.
Posted on May 22nd, 2008 at 4:15 pm
Anyone that has been reading the cruise board for any length of time knows that this woman is a known scammer. She reports in great lengths what she does in order to receive compensation from not only cruise lines but hotels, auto makers, etc. The list goes on and on.
She is known on the Cruise Critic boards but not in a good way. What is really sad is that Laura Sterling who runs Cruise Critic with a heavy hand protects this person. Maybe they’re sisters but many fine members of this board have been banned for life by Laura for trying to point out the lies that Ms. Moran tells.
I had to laugh at the video. Pity the poor souls that actually believe this woman. Brenda, if you read this remember that what goes around, comes around. Karma will come back and bite you square in the butt. You can fool some people but it’s funny that 95% of the members of Cruise Critic backed up the cruise line.
If anyone is wanting a cruise site to visit, come on over to Cruise Freeks. Free speech is not only allowed but encouraged.
Posted on May 22nd, 2008 at 6:22 pm
I really hope that the reviewerswho read the Morans reviews saw that they covered all aspects of their cruise and appeared to be Royal Caribbean loyalists n spite of their varied coverage. I own a large travel company and find the censorship by RCI offensive. I am surprised that many reviewers here side with RCI. The Morans comments weren’t that bad to be honest given the especially awful experience with sewage in the cabin in particular. The compensation was not appropriate by RCI if indeed the issue left them with an open door in Alaska for two weeks. I cannot imagine how bad that could be much less the odor and unsanitary conditions. Regardless, censorship by RCI reflects the arrogance of corporate America to “cover up” legitimate BS! I also know the customer is not alway s right as I own a service company that cares about each and every detail to a fault, however, this arrogance takes RCI to a low, low level. I’m disappointed in them. God help if anyone else complains…. Anyway, enough said. I’m a happy cruiser and will continue this wonderful way of vacationing but not on RCI…
Posted on May 22nd, 2008 at 7:26 pm
“This is not the Cruise Critic forum — I have chosen not to post many comments simply because they are way out of line with personal attacks. I am not going to allow mean-spirited posts on ExpertCruiser, ever! However, if you want to have a thoughtful conversation with substance post away.”
As far as I can tell, the definition of “substance” does NOT include questioning the credibility of the Morans — right?
Posted on May 22nd, 2008 at 11:50 pm
And yet, many of you are missing the point.
They disclosed their compensation – a big no-no – and continued to complain.
The reviews are pretty factual, and yet every little thing that was not quite “right” was mentioned. Seems fishy there.
They kept going back, despite the numerous cruise lines there are to choose from.
And every business reserves the right to refuse service to ANYone. They were well within their rights.
Posted on May 23rd, 2008 at 4:09 am
Leigh, with great respect you say you’ve read the reviews. Did you compare her review on Cruise Critic with the account told to the press recently? Her review says there was a sewage smell. This latest account say there was raw sewage in her stateroom. Not quite the same. What to believe? A lot of changes to her stories in many of her posts, both on Cruise Critic and elsewhere. They litter the internet. It’s not hard to find the inconsistencies and inaccuracies in her stories that she posts.
Just someone else trying to get something for nothing, playing the victim (with poor acting in the clip I’ve seen). Some areas of the press have been taken in by it. Poor research in my view. Others have seen it for what it is. NCL, I hope you are taking note of what you see and come to the right conclusion. Either Moran shapes up and acts like an ordinary consumer or she’ll be told the same as she has with Royal Caribbean.
Posted on May 23rd, 2008 at 6:49 am
I would ban Mrs. Moran anyway because she is the ugliest woman I’ve even laid eyes upon. She might turn the other passengers into stone!
Posted on May 23rd, 2008 at 4:56 pm
[...] Banned from Royal Caribbean for complaining too much [...]
Posted on May 23rd, 2008 at 4:59 pm
Bad things happen to bad people, too! Morans must think they are perfect people. RCC could demanded that they keep their mouth shut if they accepted compensation. And of course they should focus on improving their service as well.
Posted on May 23rd, 2008 at 5:23 pm
I work at a resturuant were Brenda and her husband frequent. NOBODY ever wants to wait on them because they know she is going to complain. She rarly tells management of the complaint, choosing rather the internet or the 1-800 number because she knows she will get more. I cant tell you how many times she has paid with free gift certificates and then complains just to get more gift certs. She is insane, and she constantly costs hard working managers thier bonus, because part of the program is based on complaint percentages. If there is an issue, let the manager or the server fix while you are there. I wish we would take RC advice and just tell here to go somewhere else. FYI her husband is a saint.
Posted on May 25th, 2008 at 11:09 am
With having over 25 cruises under my belt 17 with RCL and Celebrity, I feel RCL was in the right to ban the Moran’s. Yes, problems occur at sea.Cruise ships are floating resorts but are limited in what they can do at sea. The cruise lines do everything they can to insure you have a pleasant and safe voyage. That being said the the old addage is true “You can’t please all the people all the time, only some of the people some of the time.” Seeing that they could not please the Moran’s, RCL probably felt it was best they find another line to cruise. I thought it was gracious of RCL to give them a check for the $500.00. They could have just said “Access Denied” To the posts that said they would not cruise RCL, don’t you think it’s unfair to say that you won’t use them without trying them first.
Happy Cruising
Posted on May 27th, 2008 at 12:47 am
I think a lot of the problem here is that Brenda Moran’s reviews on cruisecritic, are decent reviews, they outline the good and the bad, however her postings on cruisecritic and elsewhere, along with her complaints to the cruise line, are totally different to her review, ie, in her review she had a sewage smell in her room all cruise long, in her postings and complaints, she had raw sewage discharged into her room that soaked the carpet, now which was it?? I suggest that people read some of her postings on cruisecritic, her screen name is MACOP, she used to post under theawesome1, but was banned, and then make their decision about the Morans. Also try and find out why she no longer sails Carnival or Princess. There a 3 sides to every story, your side, myside and the truth and journalists and people on these types of forums, need to realise that
Posted on May 27th, 2008 at 12:16 pm
After reading B. Moran’s reviews and the article, I feel that while BM is a major complainer, being kicked off the cruise line may have been harsh. I have to admit that I would have b*tched a lot louder about the sewer in my room (20% discount?! That’s it?!!?), but her other complaints are just whiny. I mean, b*tching about the quality of gifts?! Please! At least she’s getting gifts. Many cruisers do not receive anything and are just happy for the experience.
It’s clear BM will never be satisfied with everything, but it’s nothing to get kicked off a cruiseline for. On the flip side, to defend NCL, after so much complaining, I’d tell her to go away, too.
However, NCL demanding negative comments to be removed from blogs…? No way, NCL! Maybe if you don’t want negative comments, you’ll fix up your cruises.
Posted on May 28th, 2008 at 12:53 pm
Oops… I believe I wrote NCL when I meant RCL. My apologies to NCL for the mixup.
Posted on May 28th, 2008 at 12:55 pm
Now i think people should have the right to complain but to be honest it really irritates me when people winge and whine.
Posted on May 28th, 2008 at 4:36 pm
I definitely felt the article was biased and not enough background research was done to pull out the base details. We’ve got a poster who is very active yet only a small percentage of her posts make any sense. I don’t know if she posts after taken some medication or not.That might be the case. But she rarely gave out any bit of useful information on the roll call threads. Everyone was talking about flight schedules and she’d be talkng about her diamond ring and the snow blower. We were always like “what is she saying’? It was always something totally nonsensical. It makes the other posters feel like we’re babysitting a babbling baby. It’s very uncomfortable.
What is frightening to me is she has made herself believe she was a retired policewoman when this was not true at all. She only worked an auxilliary job and they had to cut ties with her, too. She told many people at the Meet & Mingle that she was an undercover cop and had worked as a pretend-prostitute. She also took one of the M&M guests (a large male) and threw him up against a wall and frisked him — just because she wanted to show him she could do it. She’s really a frightening person to be around.
I’m not going to say she mentally unbalanced but I believe it’s way past time for her to get a mental heath check-up and possibly get on a path where she can be healed.
I’ve had a little problem before with the toilet sending off an unpleasant smell, but it never backed up and it didn’t flood the room. It didn’t flood Brenda’s room, either. They came and fixed it. That should have ended it.
Best wishes to you if you’re reading this. Please make an appointment for a check-up and get the help you need.
People do things like lie and make up stories because they have very low self-esteem. I hope she will find a way to pull herself up from this and make a better life for herself and for all around her. It can’t be easy living the way she does under this cloud.
Posted on May 30th, 2008 at 12:22 am
[...] costly to do deal with, and expelling them (firing your own customers) was a good idea. Apparently, Royal Caribbean cruises banned a vocal customer for life from their ships, I somehow think there are two sides of the stories, but you be the [...]
Posted on May 30th, 2008 at 6:14 am
[...] Caribbean cruises, eventually were asked to cruise elsewhere based on their continued complaints. Expert Cruiser does a great job of fleshing out the story and getting both [...]
Posted on May 30th, 2008 at 6:01 pm
[...] Having concluded that we are unable to meet the expectations of the Morans, we have told them that t… [...]
Posted on May 30th, 2008 at 8:45 pm
This is such a great post!
i love it…i love it…
Posted on May 31st, 2008 at 9:25 pm
I seriously cannot believe this happened, but at least they sent her the check. I think the company is getting too much heat on these comments. They gave her a refund (at least partial) and exercised their right to pick who they allow onto their ships.
Posted on June 4th, 2008 at 5:44 pm
I used to be a travel agent and I dealt with Royal Caribbean a lot. I have to say they were the best cruise line when it came to customer service. Even though there might have been problems, they always took responsibility and fairly compensated!! I am now a travel blogger and critic. I am not your normal travel critic, I actually get excited to give a good review, although sometimes not as interesting. I would love to sail on RCL and give them a review. I know through years of working with them that I can count on a great experience.
They were smart to ban unruly complainers that could ruin the cruise for others.
Posted on June 6th, 2008 at 11:56 pm
[...] Believe me, this term brand is a very complex and potentially confusing topic. It seems like everyone has a different idea as to exactly what a brand entails, and that doesn’t necessarily mean that they’re all wrong. I think it just supports the notion that a brand is an ongoing process, that it’s a living, organic message that can change and evolve each day and mean something different to everyone. It also means that it takes a lot of effort and support from a lot of people to make a brand successful and strong for many years. What happens to the Sprint brand when one of their customers has a bad experience with customer service? How is the Royal Caribbean Cruise brand affected after not appropriately handling customer complaints? [...]
Posted on June 9th, 2008 at 11:22 am
[...] lo descubrí en FastenYourSeatbelts.at (en inglés), y la noticia la cuenta con pelos y señales http://www.expertcruiser.com (también en [...]
Posted on June 10th, 2008 at 1:09 pm
[...] Royal Caribbean "despide" a dos clientes por quejarse demasiado [ENG]www.www.expertcruiser.com/advice/royal-caribbean-says-get-out-of… por drunkawe hace pocos segundos [...]
Posted on June 10th, 2008 at 1:12 pm
I would say that the Morans are not very different from the average American who always complains. Whenever there is something wrong, be it just some tiny, absolutely unimportant issue, Americans complain. And as a service provider, even if you fix it immediately and the customer is not harmed or disturbed whatsoever, you are always being asked for compensation by Americans. I have never ever had Europeans complaining that much or asking for compensation (of course we gave something to them if we thought it was necessary).
I worked in different hotels throghout the world and I think that I can objectively tell you that the Morans are not so different from you all…they just didn’t know when they should have stopped.
Posted on June 11th, 2008 at 4:39 am
Your can read Brenda Moran’s Royal Carribean reviews here:
http://www.cruisecritic.com/memberreviews/getreviews.cfm?action=members&MemberName=MACOP
Posted on June 18th, 2008 at 3:57 am
I never thought i will find this much information on today. Nice post mate – keep up the good work.
Posted on June 18th, 2008 at 10:29 am
i would say sewage in your cabin is bad health wise,could have caused big health issues.they should have got the captains rooms,let him decide if that is what you pay for. they spent their hard earned money,plus gave the liner plenty of business,maybe told friends about their cruises,more buiness,but their name fit the bill.i will never use that liner ever again.thanks for the heads-up.
and you can read Brenda Moran’s Royal Carribean reviews here:
http://www.oyunet.net
Posted on June 27th, 2008 at 11:04 am
I have cruised over 30 times over the past 40 years. We have cruised with many different cuise lines, some that are no longer in service. Yes things may go wrong and no life is not going to be perfect however one must remember why they like to cuise and what they want out of it then select the cruise line that will best provide positive results.
Some people like to go in style and class, some want as few kids as possible, some go for the ports of call and activities, some want a relaxed, party hearty atmosphere, etc.. I for one am skeptical if cruises can continue to offer me what I want and much of this is probably because I compare them to what it was like in my younger years.
I have cruised twice with RCL over the past 10 months and It is my opinion that RCL over the past few years has lost much of it’s focus on cleanliness, quality of service and accommodations.
I cruise to get lost in a fantasy, a paradise where I can be treated like a queen, have fun, feel safe, not so much for the ports of call. But over the past few years I have seen quality decline on RCL. I use to tell everyone I knew or met, if you want to cruise go with RCL. I no longer suggest any line.
RCL use to be unique, they were the go to guy that you could count on for the highest quality of service, food, safety, accommadtions, etc. they always went the extra step to give you that “special feeling” , that they appreciated your business. I always could count of RCL to be clean, safe and outstanding in all aspects of customer service but now just as you see everywhere in our society, it is about bigger (more revenue), cheaper (do less and give less) and lower standards. In many arenas customer no longer comes first. I am not saying that RCL is bad I am just saying they have become routine, no different than the other lines.
Now I have 2 choices, either accept this or avoid cruising. It is much like the airline industry, the customers use to be considered a valued assett and all the ameneties, accommodations, etc. were geared toward each customer’s satisfaction. This is no longer the case in either arena, we are now the herd that willing are led to pasture and comapnies act as if they are doing us the favor. Travel by air or cruise ship was a luxury, something we got excited about, saved up for and looked forward to. Now it is expected, people are made to feel like we are doing them the favor by allowing them to service us.
When companies start to slip and follow rather than lead in any industry they become just like the rest of the kids on the block so then why would I opt to pay you for mediocre & routine?
I have gone to Disneyworld at least once a year if not more since they have opened, companies need to take a lesson from them. NEVER has it been dirty, never have I been made to feel like the staff or company did me a favor by allowing me visit, etc.
Anyway, that’s my thoughts for what they are worth
good luck to all
Posted on June 28th, 2008 at 7:57 am
People in general seem to want something for nothing all the time. I do think the couple should have voiced their concerns over the sewage problem but after they were compensated, they shouldn’t have aired the problem for all to read.
Posted on July 18th, 2008 at 9:25 am
I have been on over l0 cruises with Royal Carribean, just got back last week from Mariner of the Seas, all were great. It seems the
Moran’s are like the guy who slips in the bathroom and then wants to sue everyone. They complained to be compensated period. Glad they were not at my supper table, I am sure non of the great food would satisfy them.
Posted on July 22nd, 2008 at 3:44 pm
Freedom of speech?
Is congress passing a law?
Instead of a cruise maybe the complainer should take a basic civics class at the local community college.
Posted on July 25th, 2008 at 10:20 pm
It would be great to hear the versions from either side. Some people blindly crib about virtually everything when it comes to paid laxury. Reminds me of a sportsman (begger turned richie) who fought the management of a Five star laxury hotel in Bangalore here about a slightly noisy air conditioner.
On the other hand, these high profile cruisers must be owned by biggies and gamblers. They may have their own rules as well…
Ajith
Posted on July 28th, 2008 at 4:55 am
harm only happen to bad people, too! Morons must think they are perfect people. RCC could demanded that they keep their mouth closed if they accepted repayment. Although they should focus more on improving their service as well.
Posted on August 4th, 2008 at 6:03 am
I read the travel reviews carefully prior to booking any travel. I appreciate all comments..good and bad. It really helps me make good choices. Just knowing that Royal Caribbean banned you for complaining makes me question my booking any fiture travel with that company. I question the truth now about any comment made about Royal Caribbean. I also had a similar experience with another tour company. I had taken 5 excellent tours with this company. I had even recommended them to friends. However, my 6th tour was a disaster. Many things went wrong. Poor tour guide, skipped several advertised places, lost luggage, etc. It was so bad that I called the tour company while we were on the tour..and again after the tour. I wanted to know what went wrong. I was told that “this company did not want my business anymore.” I wasn’t looking for any money, just an apology and an explanation. Instead I was told to go away. Well, I am still traveling. And, I am not using that rude tour company again. There are many other cruiselines and tour companies ready to take your business.
Posted on August 13th, 2008 at 9:47 am
I don’t get it, if the trips were so bad that they had to keep on complaining, then why would they keep going back? I think they deserve it.
Posted on August 17th, 2008 at 10:54 pm
complaining is natural. You spend so much money to even get on the cruise and then cross your fingures that you didn’t get the bad room whose door never closes right until you run full force into it.
And the worst part is somtimes the person in front of you gets the royal treatment when they complain and then you get there to put your complaint in and they hit you with the old ‘Oh thats policy, there is nothing we can do about that’
Posted on August 18th, 2008 at 11:59 am
I think they were trying to take advantage and is it the right of the company to refure to provide services to whomever so they choose as long as it is not based on race, religion, or anything like that. In this case, I think they were justified.
Posted on August 24th, 2008 at 9:21 pm
Complain is good for you and for them.
Too much complain is terrible, for you and for them also !!
Nobody perfect, nothing perfect and the bussiness must go on.
May be they can learn something there. RC must save their bussiness and they offering a well enough to the couple.
Posted on August 27th, 2008 at 3:10 pm
wow! ITS ABOUT TIME! yes indeed its about time a large company such as royal took some action of subjecting their other guests to such horrible people.just because someone has a few dollars to go on a cruise doesnt mean they should be able to carry on around civilized people with thier antics. these people must have a game plan in place and implement it on hitting the first deck! I wouldnt be suprized if the morons opps did i say that? the morans clogged the toilet themselves and spilled thier own” juices” to find under a black light. My wife and i have sailed royal 5 times and it is our favorite line any concerns taken care of promtly and we are aware that the monarce is an older ship used for weekenders and is a beginner cruise of sorts , but we found it very clean and nice just the same.when we board a royal carribean ship the last thing we think of is trying to get a discount on our next cruise!
Posted on September 6th, 2008 at 3:36 pm
Umm first off how are cruises a ripoff? (kd said, on 05.19.08 at 6:16 pm) If all they have been on is 6 cruises then they are not Diamond members, only platinum. And I am proud of RCL for banning these people. More and more companies need to start standing up to those customers who have figured out the way to get heavily discounted rates on everything and money back. The louder you are the more you get. And the end results is the company having to raise prices or they just go out of business. I don’t work for RCL but I do cruise with them often and I am an actual diamond member. I have just completed my 17 cruise with them and on all those cruises I can honestly say that I have not encountered anything wrong. Further more I do work for a corporation and I am really sick and tired of everyone complaining, because most of the time it is just get get something free. If you want free or your way do it yourself or stay home! So bravo RCL, may others see see as a sign and follow in your foot steps.
Posted on September 17th, 2008 at 11:49 am
I believe people still do not understand these days that no one is perfect. If you are perfect, than that is just you and your mind believing that.
The wrong thing that the couple did was that they rushed and bought the next ticket the instance they heard discount.
Posted on September 21st, 2008 at 3:08 pm
I remember seeing that Royal Caribbean rep holding a sign that says “Get a brain! Morans!”
Posted on September 24th, 2008 at 6:37 am
What doesn’t make sense to me, is if the trips were that terrible, then why in the hell did you keep going back? Doesn’t make much sense if you ask me.
Posted on September 26th, 2008 at 10:03 pm
I have cruised with RC before and found them to be wonderful in my experice. I have found out that many people complain about everything. Im not saying all complaints arent reasonable. But I heard this couple on my cruise complain about every little thing. The towels werent soft enough, the pool was too warm it went on and on.
I found RC trying to bend over backwards to make me happy. I will go on one next summer. And I hope it is as great as my last cruise.
Mark
Posted on October 7th, 2008 at 3:22 pm
You just can’t please some people. I have never been on a trip when something wasn’t exactly how I wanted it to be or exactly how it was supposed to go but that’s just part of life. I’m not sure if they were just unhappy people that complained about everything or if they were just trying to get some freebies from RC. Either way, I agree with the poster above. If it was so bad, why keep coming back? And why care if you get banned since things were so bad for them on there…
Posted on October 9th, 2008 at 9:30 pm
Life is too short to be complaining all the time, you need to enjoy as much as you can, make the best of situations, i mean, come on, you’re on a cruise. Some people live their whole lives and not once get a chance to go on a cruise.
Posted on December 2nd, 2008 at 4:59 pm
Haha, I can’t believe this; It’s actually funny. I mean, she must have complained a hell of a lot to get banned. To complain that much she must be a right ungrateful person. For Christs sake some people as Stefan B said never get a chance to go on a cruise, be grateful that she is on it, and just enjoy it and make the most of it! Complaining will probably just make things worse.
Posted on December 30th, 2008 at 11:39 pm
haha, this story is to funny. I went on a royal carribean cruise once it was awsome.
Posted on January 5th, 2009 at 5:11 pm
I’ve cruised with RCCL and I have always had a wonderful cruise experience. Was everything perfect, No. Were there mishaps here and there, Yes but very minor and not enough to make me want to never cruise again. I say RCL did the right thing by banning this couple. They are the type of people who are never happy unless the moan and groan about stuff. They are mostly likely cheap and want something for nothing. They should just stay home and do everyone else who travels a favor. Who needs a complainer sharing a plane ride, cruise, etc . I feel sorry for NCL before you know it they too will be complain about them. Heads up NCL.
Posted on January 10th, 2009 at 4:21 pm
I loved from Royal Caribbean for complaining too much | http://www.expertcruiser.com!
Posted on January 18th, 2009 at 2:33 pm
I don’t understand the griping – she went to RCL and printed their side of the story and as I read it, I came away with a negative impression of the Morans. If I came away feeling that way after reading everything Anita wrote, how could anyone say it was slanted towards the Morans (and i have NEVER heard of them before)?!
Posted on February 3rd, 2009 at 6:28 pm
Although i do complain if things arent right Royal caribbean have always been excellent with customer service. I joined a cruise that had done transatlantic and did not like the atmosphere on board not realy the cruise lines fault but realising i could be trapped with that general atmosphere for days at sea put me off so told rci i would be cancelling my booked transatlantic to a shorter cruise which i have done.( after all you live and learn!) But there customer service on board and post cruising has as i say been excellent. I also did choose to cruise with a different (american ) cruise company this year and it was appalling. (they have taken cost cutting to the extreme and i had paid for a top suite on board so it wasnt cheap. I have complained but dont want another cruise or cruise credit as i genuinly wouldnt want to sail with them again. Perhaps if the Morans had tried another cruise line as they probably threatened to do so they would have realised just how good royal caribbean are!
As for the way royal caribbean handled it, we only have the morans version of the call and at least they gave them the $500 which she was willing to use against the next cruise. They could have refused to do so however why compensate them if nothing was wrong with the cruise experience? OH god i could go round and round all day. I do agree though that rci are probably better off without this passenger and the passenger will probably have a wonderfull time recounting to anyone who will listen how awfully she was treated. See i just wasted 20 minutes of my afternoon!!!!!!!!!!!!!!!!!
Posted on February 12th, 2009 at 9:28 am
I wish the Moran’s much luck on their future cruises with Norwegian.
I’ve cruised and had issues on both lines. Royal Caribbean always resolved issues to my satisfaction, Norwegian on the other hand pretty much told me to go fly a kite most of the time. I’ll take Royal Caribbean over Norwegian anytime.
Posted on February 20th, 2009 at 2:34 am
[...] to be its permanent address on the Internet) I was able to match a number of nasty blog posts on ExpertCruiser to e-mails sent to me by two members that identified themselves as Royal [...]
Posted on March 6th, 2009 at 5:57 am
[...] to be its permanent address on the Internet) I was able to match a number of nasty blog posts on ExpertCruiser to e-mails sent to me by two members that identified themselves as Royal [...]
Posted on March 8th, 2009 at 10:13 pm
They should have just gone to a different cruise line to book their trips instead of repeatedly complaining about issues they encountered. Or they should have stopped while they were ahead, with $500 in discounts.
Posted on March 23rd, 2009 at 4:45 pm
It seems the company decided they were bad customers. it might have been better from a PR point of view to put them on a list which every time they booked, they were told it was full.
I company tried hard to please them, over all
Posted on April 2nd, 2009 at 1:17 pm
Some people are just never happy. They got what they deserved! Same on them!
Posted on April 10th, 2009 at 10:50 am
Just knowing that Royal Caribbean banned you for complaining makes me question my booking any fiture travel with that company. I question the truth now about any comment made about Royal Caribbean. I also had a similar experience with another tour company. I had taken 5 excellent tours with this company. I had even recommended them to friends. However, after buying on http://www.sharevouchers.co.uk, my 6th tour was a disaster. Many things went wrong. Poor tour guide, skipped several advertised places, lost luggage, etc. It was so bad that I called the tour company while we were on the tour..and again after the tour. I wanted to know what went wrong. I was told that “this company did not want my business anymore.” I wasn’t looking for any money, just an apology and an explanation. Instead I was told to go away. Well, I am still traveling.
Posted on April 23rd, 2009 at 1:05 pm
As to the Morans: They should have been compensated with a free cruise for the sewage problem. In fact, they should have been given another cabin as it is hard to believe that senior staff could not have been bumped from a cabin and sent to a crew cabin if need be.
As to Royal Caribbean: They should take a hit for the sewage but in all other matters appear to have been reasonable. Prior to booking with RC last year, I read all of the reviews including the negative ones. Most of those who wrote bad reviews were clearly nutcases and should have been made to walk the plank. Our cruise on the Granduer of the Seas was terrific, it was in good condition and the food and service were excellent. We have booked a cruise now with Celebrity and I am glad that RC is not going to blow more money on the Morans and will be able to use those funds to improve future sailings for us.
Feel sorry for the next cruise line that gets a booking from the Morans.
Posted on May 17th, 2009 at 9:43 pm
how stupid can a company be, i heard a lot of things about royal caribbean but not something like this……
Posted on May 27th, 2009 at 4:07 am
Some people are just never happy. They got what they deserved! Same on them!
Posted on June 12th, 2009 at 3:15 am
if you read her reviews they arent that bad. she raves about the good things more than she complains about the bad. Royal Carribean should be ashamed!
Posted on June 16th, 2009 at 1:42 am
I do think the couple should have voiced their concerns over the sewage problem but after they were compensated, they shouldn’t have aired the problem for all to read.
Posted on June 16th, 2009 at 3:31 pm
Life is too short to be complaining all the time, you need to enjoy as much as you can, make the best of situations, i mean, come on, you’re on a cruise. Some people live their whole lives and not once get a chance to go on a cruise.
Posted on June 19th, 2009 at 11:25 am
Just knowing that Royal Caribbean banned you for complaining makes me question my booking any fiture travel with that company. I question the truth now about any comment made about Royal Caribbean. I also had a similar experience with another tour company. I had taken 5 excellent tours with this company. I had even recommended them to friends. However, after buying on http://world-best-hotels.blogspot.com/, my 6th tour was a disaster. Many things went wrong. Poor tour guide, skipped several advertised places, lost luggage, etc. It was so bad that I called the tour company while we were on the tour..and again after the tour. I wanted to know what went wrong. I was told that “this company did not want my business anymore.” I wasn’t looking for any money, just an apology and an explanation. Instead I was told to go away. Well, I am still traveling.
Posted on June 20th, 2009 at 9:48 am
I have cruised over 30 times over the past 40 years. We have cruised with many different cuise lines, some that are no longer in service. Yes things may go wrong and no life is not going to be perfect however one must remember why they like to cuise and what they want out of it then select the cruise line that will best provide positive results.
Posted on June 27th, 2009 at 11:53 am
if one receives a consideration from a damage done, then the damage is cured. they can perhaps mention in, but not harp on it . the morans abused the first amendment…
Posted on June 28th, 2009 at 1:38 pm
I have 2 things to say. First, when the cruise made an offer of compensation and the Morans accepted it, that is the end of the issue so don’t continue to complain. By telling to cruise line you are satisfied with the compensation, you are saying you have no further complaints. Secondly, I will give a company a second chance and that is it. If I am not satisfied after a second trip, I am going to seek another company. so why did they keep going back. All that tells me is they were either getting over on the company or they weren’t that unhappy.
Posted on June 28th, 2009 at 1:39 pm
Royal caribbean handled this completely the wrong way, a solved complaint can make a customer your best PR officer. Mouth to mouth is still the strongest way for best advertising. I mean look at the PR this is generating already!
Posted on July 6th, 2009 at 5:40 am
Those guys just don’t get happy. They deserved it.
Posted on July 18th, 2009 at 10:33 pm
[...] had been aware of the program since May 2008 when I wrote the story of Brenda Moran, a woman banned by Royal Caribbean for complaining too much. It was then that I became aware of the “Royal Champions”. In subsequent e-mails and phone [...]
Posted on August 4th, 2009 at 2:07 pm
The client had every right to complain. In the event that you pay high dollar for something of this sort and your expectations were not meant I too would complain as well. You too would complain in the event you had to sleep in shit for a week straight. Stop bitching this poor woman. You would complain to if it had happened to you.
Posted on August 10th, 2009 at 2:03 am
[...] comme celles de Microsoft, BestBuy et Ford mais également celles qui ont mal tournées comme pour Royal Caribbean ou United [...]
Posted on August 28th, 2009 at 11:26 am
RCL doesnt care about anything, they care about numbers and figures. I used to work for them, and they kicked me to the curb after 5 years of loyal service to them, so good riddens to them, I hope they plummet in this economical times we are suffering now. Maybe the complainers is how they will too, the more people that arent happy with them and go to the competition, good. Maybe they wil learn that way, but I doubt it.
Posted on September 3rd, 2009 at 1:52 pm
this is bullcrap, and trust me ive been on the same cruise lines and the are not really up to my par either.
Posted on September 14th, 2009 at 10:58 am
After 7 cruises, of which 3 fantastic cruises with Royal Caribbean, we have noticed that there’s always the “chronic complainers”, no matter what, no matter how trivial but complain they must.
And…no matter how RCCL or any other cruise line accomodates and responds to every “complaint”, it’s never good enough for the ” chronic complainers”.
Maybe they, the chronic complainers, are hoping for an all expense paid cruise; you know the penthouse suite or even the owners suite.
Come on now folks, let’s face it, most of the ‘complaints’ are BS! The complainers know it and the cruise lines knows it, so……STOP your complaining and enjoy the cruise.
Oh and btw. don’t annoy your fellow passengers with your BS stories; we are not interested.
Thanks, & Ship Ahoy eh?
Posted on September 25th, 2009 at 12:25 pm
Well done, Royal Caribbean! I hope this sets a precedent within my company. I think every business has a customer or two that it would save money and employee morale by simply refusing to serve them ever again.^_^
Posted on October 15th, 2009 at 3:19 am
I’ve been on many cruises…only one with Royal Caribbean. There are minor glitches on any cruise but some ppl are just nitpickers. I overheard one young man complain that his toast was not brown enough.For heaven’s sake…get a life. Royal Caribbean was not the best ship I’d been on, but there are lots of other lines out there so just boycott the ones you don’t like. RC would not be my first choice but it was certainly not a bad experience.
Posted on November 28th, 2009 at 9:43 am
This is a prime example of how people turn a little situation (or in the case of sewage a big situation) into chronic complaining. This is what hotel guests do. They figure if they complain when they have a legitimate situation and get something they can do it when they don’t! I don’t blame RC for banning them one bit! Chronic complainers are never satisfied and you have to get rid of them in order to have a successful business. They were giving them 20% off their next cruise for sewage “supposidly” all over their stateroom and they were “happy” with that? If it were me, I would have demanded someone find me a room. I won’t sleep in a room with raw shit all over it? Who would? I also would have gotten every penny back from my cruise and I would never have sailed on that line again! This b*T*H takes the 20% off and books another cruise! Real trauma huh! Then they give her a*s another $500 ship credit on top of that! I wouldn’t have! I would have refunded her cruise, kicked her off the boat at the next port and sent her A*S*S home at our expense if their was really sewage and the boat was full! I doubt the boat was full, they probably only had higher class rooms which they didn’t want to give up. They figured they’d give her a discount on her next cruise anticipating that she wouldn’t use it. RC could very well get sued for free speech infringement asking her to remove her negative posting and banning her on the basis of that! I’d watch that if I were them.
Posted on December 2nd, 2009 at 10:46 pm
i think they may have been overreacting. we recently cruised on pricess and absolutely loved every minute. food – great; room (balcony) great. i can’t believe they continued to cruise with that line if they were so unhappy. i mean c’mon. once is enough, so don’t go back.
after our cruise i looked online and found this woman who complained about everything — including that she didn’t get balloons on her birthday. i’m sorry, but that’s petty. so you write a horrid review over balloons!! c’mon.
if it’s so awful, why did they go back? something is rotten in denmark here and i don’t think it’s the cruise line.
Posted on January 18th, 2010 at 3:08 pm
sewage “supposidly” all over their stateroom and they were “happy” with that? If it were me, I would have demanded someone find me a room. I won’t sleep in a room with raw shit all over it? Who would? I also would have gotten every penny back from my cruise and I would never have sailed on that line again! This b*T*H takes the 20% off and books another cruise! Real trauma huh! Then they give her a*s another $500 ship credit on top of that! I wouldn’t have! I would have refunded her cruise, kicked her off the boat at the next port and sent her A*S*S home at our expense if their was really sewage and the boat was full! I doubt the boat was full, they probably only had higher class rooms which they didn’t want to give up
Posted on February 12th, 2010 at 4:21 pm
[...] money, and energy will be sunk into these cases? I’m thinking specifically of the couple who managed to complain their way through 5 of 6 cruises they took. Each time, they’d post their complaints on [...]
Posted on February 19th, 2010 at 3:20 pm
the 20% off and books another cruise! Real trauma huh! Then they give her a*s another $500 ship credit on top of that! I wouldn’t have! I would have refunded her cruise, kicked her off the boat at the next port and sent her A*S*S home at our expense if their was really sewage and the boat was full! I doubt the boat was full, they probably only had higher class rooms which they didn’t want to give up they were so unhappy. i mean c’mon. once is enough, so don’t go back.
after our cruise i looked online and found this woman who complained about everything — includingthey have a legitimate situation and get something they can do it when they don’t! I don’t blame RC for banning them one bit! Chronic complainers are never satisfied and you have to get rid of them in order to have a successful business. They were giving them 20% off their next cruise for sewage “supposidly” all over their stateroom and they were “happy” with that? If it were me, I would have demanded someone find me a room. I won’t sleep in a room with raw shit all over it? Who would? I also would have gotten every penny back from my cruise and I would never have sailed on that line again! This b*T*H takes the 20% off and books another cruise! Real trauma huh! Then they give her a*s another $500 ship credit on top of that! I wouldn’t have! I would have refunded her cruise, kicked her off the boat at the next port and sent her A*S*S home at our had been aware of the program since May 2008 when I wrote the story of Brenda Moran, a woman banned by Royal Caribbean for complaining too much. It was then that I became aware of the “Royal Champions”. In subsequent e-mails and phone
Posted on March 4th, 2010 at 8:59 am
haha, this couple is famous on the internet, but not for any good accomplishment!
Posted on June 7th, 2010 at 10:56 pm
It sounds like this couple likely complains about everything and complains very loudly.
If they feel RC is so terrible then why cruise with them again and again? Doesn’t make much sense to me.
Seems like RC was justified in severing the relationship.
Posted on September 11th, 2010 at 10:43 am
I have just come back from a cruise with Royal Carribean and yes there were moaners and complainers about little things but we are now in the age of the compensation culture and unfortunatley we all end up paying more in the end for there greed.
Posted on October 13th, 2010 at 12:19 pm
This is hilarious. I wonder if they REALLY had something to complain about or they just are those chronic complainer types. A friend of mine is literally a chronic complainer- I would have sent the cruise line an anonymous message or anonymous letter so they wouldn’t know it was me making all the complaints.
Silent Sender
Posted on February 12th, 2011 at 9:08 am
After many holidays and four cruises in the last few years (two with RCCL) it’s all down to having good staff that can handle complaints swiftly and fairly especially with difficult customers.
Our last cruise with Royal Caribbean the staff were absolutely brilliant and really made our holiday.(can’t complain about that,LOL).
Posted on March 16th, 2011 at 10:55 am
great post.Yes things may go wrong and no life is not going to be perfect however one must remember why they like to cuise and what they want out of it
Posted on May 20th, 2011 at 1:21 am
If they feel RC is so terrible then why cruise with them again and again? Doesn’t make much sense to me.
Seems like RC was justified in severing the relationship.
Posted on May 20th, 2011 at 5:34 am
A friend of mine is literally a chronic complainer- I would have sent the cruise line an anonymous message or anonymous letter so they wouldn’t know it was me making all the complaints.
Posted on May 20th, 2011 at 5:34 am
It sounds like this couple likely complains about everything and complains very loudly.
If they feel RC is so terrible then why cruise with them again and again? Doesn’t make much sense to me.
Seems like RC was justified in severing the relationship.
Posted on May 20th, 2011 at 12:33 pm
I am a TA that books about 1.5 million in cruises every year. I believe they were banned for discussing DETAILS of the compensation they received. That should be confidential and put out in public so other complainers have a goal to reach. BTW our agency bans clients. We have a nobook list
Posted on October 6th, 2011 at 11:43 am
Have you ever considered publishing an e-book or guest authoring on other websites? I have a blog centered on the same subjects you discuss and would love to have you share some stories/information. I know my visitors would enjoy your work. If you’re even remotely interested, feel free to send me an email.
Posted on November 11th, 2011 at 2:37 am
I’ve always had a great experience with Royal Caribbean.
Posted on December 22nd, 2011 at 10:30 am
We are leaving for our 4th cruise on RCCL & 2 of our daughters w/their husbands are joining us. This is the 1st cruise for our youngest daughter & we wanted her to have a great experience so RCCL is it. We have sailed on several other lines & always come back to RCCL. Little things may be bothersome but if you let someone on the ship know, it is always taken care of. They cannot fix what they do not know about! If there is a complaint, smile, speak softly and ask for help!! You will get a good response! We are looking forward to our cruise in 2 weeks and know that RCCL will go out of the way to help us all have a great experience.
Posted on January 8th, 2012 at 12:56 am
[...] until the tour company sided with the … … Read more from the original source: Banned from Royal Caribbean for complaining too much … ← Monday Bar Spring Break Cruise 2011 … – Ocean Cruises [...]
Posted on April 3rd, 2012 at 4:02 pm
The only thing I have to say is that it is very justified.
Posted on April 20th, 2012 at 5:16 pm
Royal Caribbean are the best regardless of what anybody says.
The absolute best !!!
Posted on April 26th, 2012 at 9:37 am
It would be nice if people would spend more time appreciating and sharing the positive rather than dwelling on the negative, particularly in cases where rectification has occurred.
Posted on April 28th, 2012 at 5:18 am
I can say; when the cruise made an offer of compensation and the Morans accepted it, that is the end of the issue so don’t continue to complain. By telling to cruise line you are satisfied with the compensation, you are saying you have no further complaints. Also I will give a company a second chance and that is it. If I am not satisfied after a second trip, I am going to seek another company. so why did they keep going back. All that tells me is they were either getting over on the company or they weren’t that unhappy.
Posted on May 13th, 2012 at 6:24 am
OPEN LETTER TO THE BOARD OF ROYAL CARRIBEAN CRUISE LINES
I asked my travel agent to find out whether the traditional Swiss Red-Cross Utility Knife was considered a “weapon” and whether I should leave it home or take it with me. As a doctor, I aslo carry a 3-1/2″ “tracheotomy knife” everywhere and have had occasion to use it – and saved several lives with it.
On the other hand it is my firm belief that a utility knife should not be considered a weapon but a useful tool that no modern person should be without. I can only speculate on the multitude of safe & useful situations a pen-knife (less than 4 inches) can help with in emergency situations – especially when the comforts of home utilities are not available.
To be confronted by security at the dock after 2 hours on the phone with various employees saying over and over again that they talked to security and that less than a 4″ blade “will not be a problem” – and then get stopped by security before boarding the ship – was extremely disappointing, to say the least.
The word “weapon” is used very loosely by Royal Caribbean Cruise Lines and can include anything from a very expensive glass dildo to anything that security feels could hurt another passenger.
Now remember that security allows golf clubs, baseball bats, scissors, razor blades, even enough rope to hang your-self – or someone else on board without any problem! Fortunately the security (robots) have not yet figured out that it is hands (soon to be cut off by security before boarding?) that could so easily push a person overboard.
Is Royal Caribbean Cruise Lines saying that if premeditated murder was on the agenda that the killer must necessarily use a utility knife? But a passionate murderer with a temper would NOT use one of the 3000 dinner knifes on board? How about a sharp fork in the eye? No?
The fact that somehow not having a Swiss Army utility-knife on the ship is going to prevent violence or even an accident is such a silly, dumb, naive argument that it makes Royal Caribbean, look like being in the 17th. century – where and when EVERYBODY aboard carried at least a small knife – that just something you do at sea….and especially useful when you reach a new, unknown and tool-less situations.
It is a hardship to thousands of men and women who don’t necessarily have the courage to speak up for themselves for fear of what happened to me at security. They are the silent majority who just take it at face value to be stripped of their right to have and carry a Swiss Army utility knife that can do a little of everything in a place that does not have the comforts of home. Unless they change their stupid, useless policy about “weapons” – I will never step on a Royal Caribbean Cruise Line ship – ever. And I will do everything to encourage all my considerable rings of family, friends and acquaintances to abandon Royal Caribbean ships as well.
Dr. Van Beveren
Posted on May 13th, 2012 at 10:29 am
I would just like to add that these cruise lines must meet expectations of their advertizing If they say they have great food then I expect great food. last cruise was a month ago on the crown princess , the food was cold . They did not advertise that they served cold food, so they should hear my complaint . All they said when I phoned was sorry and if I deemed it necessary find a lawyer. Bad PR for any business.then cruisecritics.com refused my post. all I complained about was the cold food , please tell me whats wrong wqith that?
Posted on June 16th, 2012 at 10:20 pm
Try calling the “Sandra” staff at Royal Caribbean (Dubai) middle-east office, one of the rudest staff I’ve ever encountered. I wonder if she has a big stake on the regional office that she could just slam at customers or potential customers on the phone. And I’m speaking about a regular customer here — for 7 years! She doesn’t even want to speak to people – no human interaction or conversation, no requests, no complaints entertained, no information at all, go to the website and you’ll find it there! I mean, what?
For the HQ – Wake up RC!
Posted on June 24th, 2012 at 4:08 am
Add A Comment