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.
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!
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.
Your can read Brenda Moran’s Royal Carribean reviews here:
http://www.cruisecritic.com/memberreviews/getreviews.cfm?action=members&MemberName=MACOP
[...] 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 [...]
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!
Editor’s Note:
We have removed comments with personal attacks.
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.
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!
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
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.
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.
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.
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!
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
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.
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.
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.
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…
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!
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!
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.
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.
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!
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.
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.
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.
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….
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
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)
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.
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)
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.
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!
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
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.
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!
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.
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.
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.
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.
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!
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.
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 ???
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.
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.
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.
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.
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.
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.
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
why ride with RC so much if they were so bad? the customer is not always right! but regularly whiny.
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!
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!!!!!
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.
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.
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.
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…..
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….
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………
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!!
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.
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.
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!
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.
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!
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.
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
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.
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.
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.
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!
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”.
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!
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!!!
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.
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
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
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.
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.
[...] 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 [...]
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.
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.
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!
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.
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.
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.
[...] Caribbean International banned a couple from cruising on any of their ships because they complained too [...]
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!
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
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.
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.
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.
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
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
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!
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!
I have not read their complaints just the feedback on this site.
As someone else mentioned “sewage equals a free cruise”!
[...] Link is here. [...]
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?
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.
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 ??
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…
[...] Banned from Royal Caribbean for complaining too much [...]
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.
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
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.
Oops… I believe I wrote NCL when I meant RCL. My apologies to NCL for the mixup.
Now i think people should have the right to complain but to be honest it really irritates me when people winge and whine.
[...] 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