Sea ViewsFrom President and COO, Adam Goldstein

Sea Views Blog with Adam Goldstein

Ask Adam Blog Series – July 2012 Q & A

With a heat wave taking over that must mean that summer is in full swing and so is the July edition of our Ask Adam Blog. To see responses from June please click here, or if you have a question you would like to ask Adam regarding Royal Caribbean or what he’s been up to, please follow this link to our Facebook Discussions page and submit your questions there.

Dear Adam, can you give us an update on the progress Royal Caribbean has made on implementing its “Alcohol Drink Program”? I heard Royal Caribbean was looking into it, but haven’t heard anything new. – Tom K.

Tom, liquor packages are available on select ships in Europe. At this time, Royal Caribbean has no plans to offer the packages onboard North American itineraries.

Hi Adam, first a big thank you to all the staff on Independence of the Seas, especially Cruise Director Luke Aerosmith, for a wonderful and entertaining cruise.

My question is this: Is it at all possible that Royal Caribbean could add the direction of the beds in staterooms to the deck plans (for example, F = forward facing, A = aft facing). I get sick on any form of transport when traveling backwards and I know a lot of other people do, too. Having this information added to deck plans would be a real help in choosing a stateroom. I feel the data could easily be collected by stateroom attendants. Thank you in advance. – Chrissy M.

Thanks for your comment, Chrissy. We value your feedback and will alert the marketing department. Please note we have not encountered this feedback before and could not justify making the change at this time. However, we will be attuned to further feedback along these lines.

I have been on 3 cruises and I loved all of them, but they’ve all been on Carnival. Someday I would love to take our kids on a cruise. I enjoyed Carnival a lot, but would like to try another cruise line. I have heard great things about Royal Caribbean. What makes Royal Caribbean better than Carnival, in your opinion? This will be a once in a lifetime trip if and when we ever do it, I need to make sure we make the right choice! – Lisa B.

Lisa, I recently responded to a similar question. While I don’t want to speak to other cruise lines, I can tell you that I firmly believe we offer the best family cruise vacation at an unparalleled value. We are a brand known for innovation and that is reflected in how we build our ships. We offer a variety of activities that can only be found onboard Royal Caribbean, including surfing on the only FlowRider at sea, rock wall climbing, ice skating, our award-winning Adventure Ocean youth program and so much more (please note that all of the features I just mentioned are completely complimentary, as are most family activities onboard). While each ship class has its own activities and onboard innovations, please know that we are in the process of adding our most popular features from the new Oasis-class ships to the rest of the fleet. No matter which ship you choose, you and your family will find that “once in a lifetime” vacation you’re looking for.

Hello! I recently returned from a wonderful cruise from Baltimore to Bermuda (thank you for a lovely time!). I was very disappointed to learn that I am not able to order more copies of my cruise photos. The Image Group says on their website, “Until further notice, IMAGE can no longer accept or process post-cruise orders for Photos or DVDs from Royal Caribbean…” Can you advise why we can’t order more copies of our photos?

If there is a long term reason why the Image Group is not processing Royal Caribbean post cruise photos (please note that this does not include all cruise lines they take photos for), please consider another vendor if an agreement can’t be made. It is disappointing to try to order reprints and be turned away. Thank you kindly! – Felicia M.

We regret that sales of products after your cruise cannot be fulfilled. In regards to future plans, we are happy to let you know that we are in the process of building functionality into our pre-cruise sales website that will allow guests to purchase photo products both before and after their cruise. We estimate this will be ready in December 2012.

The digital photo product “Get the Picture!” is also offered for sale on 14 of our ships fleet wide. If a guest purchases this CD onboard, they have the ability to purchase additional digital photos after their cruise, as all of their photos are contained on the CD they take home.

With regard to reprints of any photographs that you purchased onboard, guests can obtain a copyright release form from the image website and then use a land based photo lab to digitally scan and print the photographs. We understand how important your memories are to you, so we welcome you to reach out to Customer Service teams in Miami at 1-800-772-3470 or customerservice@imageservices.com.

Would it be too much to provide cubby spaces on the pool deck for people to put their towels, lotions and other personal things? The way it is now, if we get a chair and we want to swim, and we aren’t paying attention to time (it happens!), the pool deck folks just put our stuff on rails. Some of our stuff is personal, like our SeaSail Pass cards, drinks and drink cups we buy from Royal Caribbean for sodas. Some of these items, people can steal. Unless you are sitting in a chair all day, there aren’t any alternatives. – Lisa L.

In response to many of our guests telling us that too many guests were saving pool chairs for extended periods of time, we implemented a ‘no reserving of pool chairs policy’. As part of this policy, we ask our staff to remove any belongings from a pool chair that remains unoccupied for 30 minutes or longer. Unfortunately it is not feasible to create cubby spaces on each of our pool decks for all guests. While we encourage guests not to bring valuables with them to the pool, we do understand that, from time to time, it is possible to lose track of time. In the event that personal belongings do have to be moved by our staff, they are taken to an area close to the Pool Towel Distribution Station where belongings are in sight of our staff on duty. Should these belongings not be claimed by the end of day, they are relocated to our Guest Services Desk where they are securely stored until guests have the chance to reclaim them.

We loved the Strawberry Bisque “cold soup” served as an appetizer on Vision of the Seas. Could you give us the recipe, please? We purchased the Royal Caribbean cookbook, but that recipe wasn’t in it. Thanks. – Pam R.

Enjoy, Pam!

Cold Strawberry Soup – Serving Size: 10

- 3 Liter Vanilla Ice Cream Base

- 1 lb. Strawberry Compote (from frozen)

- 3 Tbsp. Fresh Mint, chopped

Mix all ingredients together in a blender until smooth. Keep refrigerated. Serve in chilled soup cups and garnish with fresh mint.

Hi Adam, how do you keep your staff members so upbeat, helpful, happy, and generally wonderful? I have been on everything from 14 to 30 day back-to-backs with Royal Caribbean and am consistently amazed at the quality of service. Even on their free in-port days, crew members will be friendly and go beyond the call of duty. Whatever it is you do with your team, keep doing it! – Dana P.

Thank you, Dana. We firmly believe that great vacations begin with great employees and recognize that our crew is an essential part of the Royal Advantage. Understanding that working onboard can be challenging at times, we strive to provide our team members with a safe and positive work environment and take pride in helping them grow within our company. We hire individuals who have a passion for service, and with the assistance of the shipboard Human Resource teams and operational leaders, we provide them with strong training programs, fun-filled activities, recognition, and career development opportunities. We are glad our crew has delivered the WOW to you in the past and look forward to welcoming you back onboard soon!

Adam, my husband and I have sailed with Royal Caribbean many, many times. We love the new points system because it is points for days sailed. The problem is, it took us a long time to get to the Diamond Plus level. Now the difference between Diamond Plus and the top level are way too large (175 to 700), large enough that we’ve decided to branch out and start trying other cruises, including Celebrity. Maybe a level between the two would encourage people to stay?

Also, Royal Caribbean should develop a loyalty casino card like many of the casinos have. The card could be used on any ship with points adding up for use towards reward levels, upgrades, special dining meals, etc.

See you for the Fall Color tour cruise in October. Thanks to all the staff at Royal Caribbean – they are awesome! –Judi D.

Hi Judi, our goal with the Pinnacle tier is to recognize a level of loyalty that is simply extraordinary. We are not intending to create the same links or incentives to get from Diamond Plus to Pinnacle as we are hoping to do between the other levels. We hope you will continue to cruise with us based on the great cruise experience we deliver as well as the Diamond Plus benefits you have earned.

Regarding casino loyalty, thank you for your suggestion. We’re always looking for ways to improve our guest’s experience and feedback like this helps guide our efforts in the right direction.

Thanks to everyone for submitting questions, and remember if you have a question you would like to ask, please click here. If you have a customer service related issue, the quickest way to obtain a response is to fill out our contact form here: http://bit.ly/c44GkU

39 responses to:
“Ask Adam Blog Series – July 2012 Q & A”

  1. Mark Persiko

    Why doesn’t Royal Caribbean build a dock at the island it owns: Coco Cay? My wife and I have been on two cruises where the stop at that destination has had to be cancelled due to weather or unsafe conditions for tendering.

  2. Luanne Whitmarsh

    Hi! I am have cruised for years weith RCCL and love it! I recently took my mom on the Alaska cruise (her first ever) and she LOVED it! My feedback is; the rooms are non-smoking (thankfully) BUT the gentleman next to us (we had balconies) smoked cigars all day long on his deck. This totally ruined our ability to enjoy the deck and in fact we were resentful of the additional cost we paid and could not enjoy…. If non-smoking is truly non-smoking it should include the balconies…. thanks.

  3. christine hombarger

    Hi Adam-We fell in love with our first ever cruise on Freedom Of The Seas in Feb 2012. We will definitely go again. My questions is this, my husband and I wanted to purchase a t-shirt with the diagram of the Freedom on the back of the t-shit but there were no sizes to choose from except small. We both wanted an x-large. Is there a way to purchase these shirts still at this time? I spoke with customer service once regarding this and check the web site for gifts but these particular t-shirts were not available as a choice. Thank your for any help you can give us.

    • Adam

      Hi Christine, we will be reaching out to you through email to help you out.

      • christine hombarger

        thank you

        • Adam

          You’re very welcome, Christine. Thanks for reading!

  4. Stephanie Slack

    Hi Adam,
    We have cruised many times on Royal/ Celebrity since our honeymoon! We love cruising with you guys SO much, we are addicted and completly hooked to your service, ships and itenaries.

    Next Febuary 2013 is our next cruise, which will be the 2nd one with our 1year old daughter. Why do we have to pay a full (3rd person) price for young children? We understand paying port charges, seeing that the cruise line has to pay per head for every port of call, but not a full 3rd person rate! We were eager for our daughter to be 6 months old to start our cruises with her, but were astonished at the price we had to pay for her and yet again for our next one! This is something that does put us off as it makes it more difficult for us to travel as frequent as we usually do. There are cruise liners where children up to 18years cruise for FREE – why isn’t this applicable with your cruises?

    Thanks for your feedback.

    • Adam

      Hi Stephanie, please find the answer to your question here. Thank you and we look forward to having you onboard.

  5. Mark Z

    Adam, let me first say thank you for taking the time to talk to your loyal RCCL cruisers. I have owned stock in RCCL for a few years now and continue to do so. My wife and I have taken multiple European cruises on RCCL and on our last sailing feel in love with the crep station on the ship. We feel in love so much we were going to book the sister ship on a future sailing just because it would have the creps station (that is not an exageration), but shorlty after we looked into the booking we found out that the ship had been refurbed and the station was taken out. Can you tell me if any of the ships in the line have a crep station, and if not CAN WE PLEASE GET THEM BACK?!?!
    Thanks again
    Mark

  6. Tahnee

    Could you please develop a digital photo option like the Disney PhotoPass? I much prefer that program. With the PhotoPass system, the guest’s PhotoPass card (could use the Sea Pass) is scanned every time a Disney photographer takes a photo of them for the entire vacation. At the end, guests can view all of their pictures digitally (at the resort or once they arrive home), add fun borders, and decide what prints to order or have the option to purchase a CD of all of their photos.
    With this system, we would not have to worry about overlooking some of our photos in the photo gallery on ship and we would not have to browse through thousands of photos of people we don’t know. Also, it would save RC the cost of printing thousands of photos which are not purchased. It is also much more environmentally responsible, because it prevents the waste of shredding unwanted photos.

  7. Pam Aston

    We are greatly pleased with the service we have received with Royal Caribbean and look forward to many more cruises. We are non-smokers though and have had several times that the people with balconies upwind of us are smokers which means that we can’t enjoy our balcony. Could you maybe separate the smoking decks, or put those who smoke on one side of the ship and non-smokers on the other? Or have the smokers in the back half so that the smoke blows to the rear allowing the non-smokers the use of the balconies that they paid for.

  8. Bron

    Adam, my family and I love Royal Caribbean! I also enjoy reading your blog and everyone’s questions and comments. I am curious as to whether or not any feedback or suggestions you have received from this board have resulted in specifics additions or changes to your ships or service. Many times it seems there are some really good suggestions that are relatively easy to change at little or no cost.

  9. E J Green

    I have been on several RCL cruises and think you are the best.

    I never get any mail, or offers from you anymore, esp since I moved almost 2 yrs. ago.

    I belong to the Anchor Society and never get any offers.

    Please advise. I would like to have some offers for more cruises.

    Thank you.

    EJG

    • Adam

      Hello E J, please find the answer to your question here. Thank you.

  10. Judy Ross

    We have been cruising for many years with rccl and have enjoyed the children’s programs. Unfortunately my 19 and 20 year olds don’t want to cruise with you since they feel they are in no mans land. They are too old for the kids programs but not allowed to join the 20ish folks drinking and dancing. What are the options.

  11. Mike h

    Hi I’ve been on a couple RC cruises .Im a musician ,I would love to see a jam room set up for people to play guitar or other instruments with all the people on the cruise there is bound to be some talented people .
    I would love to be able to sit on deck ang play as the ocean passes by in the evening.

  12. kay white

    Hi Adam,
    i have just returned from a baltic cruise on jewel of the seas and our table companions where fantastic.I was wondering how you choose who sits with who when planning the seating arrangements as we where all from similar backgrounds and location?

    thank you

  13. James Shannon

    I know parents love to share the incredible cruising experience with their children, but I’m sure I’m not the only one who tires of having their cruise experience spoiled by children making a scene at dinner, or acting up when we are trying to relax by the pool. From your intense marketing to families with children, I’m sure they are a lucrative part of the cruise line market, but have you considered an adult only class of ships centered on romance and relaxation, and without the expense of all of the youth oriented amenities?

  14. Carol Socki

    Adam, I know you”ve been asked this question before, but we recently returned from a 9 nightcruise on the Explorer that was fantastic. We had our 8 and 6 year old grandchildren with us. I do not understand why there is not a children’s rate. There is a huge difference between the 3rd and 4th persons in a cabin being an adult and being a child. Maybe you could make levels of rates for the 3rd and 4th person such as one rate for age 13 and above and a lower rate for 12 and below

    • Adam

      Hi Carol, thanks for your question. Please click here to learn more about our special cruise pricing.

  15. Phyllis Ortiz

    LOVE THE SHIP

  16. Cindy Rose Green

    Got off monarch ystday. Only comment is the actv director Mark is tooooooo happy of a critter!!!!! I swear like a kid and so full of energy day and nite. Love his love my job attitude. Bing bong

  17. Gregg

    Adam,

    Is there a reason RCL does not offer an excursion to Maho Beach at St. Maartan? This is the beach next to Princess Juliana International Airport and offers amazing views of planes taking off and landing. Our group is very interested in checking this out but are disappointed that RCL doesn’t have an excursion to this popular attraction. We would rather book through RCL instead of doing it on our own and risking missing the ship on the way back.

    • Adam

      Hello Gregg, guests can visit Maho Beach by arranging a Custom Private Arrangement with one of our destination experts. Requests for these tours can be emailed to groupshorex@rccl.com, and you can find additional information online at http://www.royalcaribbean.com/shorex.

      • Gregg

        Thanks for the response Adam. Are there any plans to make this a standard excursion?

  18. Debbie

    We are booked for a cruise on the Radiance. Is it possible to use our ipad on board rather than a laptop?

  19. pat rinn

    does royal caribbean have a catholic priest on board to say mass like hal and celebrity? thanks

    • Adam

      Hello Pat, we have priests onboard all of our ships during Christmas, Easter as well as all repositioning cruises.

  20. Palmer

    Hi Adam!

    I recently cruised on the Radiance and Monarch of the Seas
    After those two cruises, I will never cruise
    with another cruise line. The service and Food where unparalled to others.
    Thank you for creating a great product an I look forward to hearing about Project Sunshine!
    My question is what is discounts do the employees working on land get?

    Thanks!

    • Adam

      We are humbled to hear that, Palmer, we truly appreciate your comment.

  21. david

    i’m just curious i’ve been on 10 cruises not all with royal, we’re leaving on our 11th cruise on royal caribbean and i was wondering how the free upgrades work. we are platinum members and members of the crown and anchor society. i don’t know how it works. i look at all these web sites and they all offer free upgrades including yours but we have never gottten an upgrade of any kind. what do we have to do to get an upgrade, i was just wondering. we’re leaving in a week on the enchantment of the seas out of baltimore, we even booked ahead on our last royal cruise, which was on explorer of the seas out of jersey. after trying different cruise lines we’ve decided we prefer royal caribbean better than all the rest. we’re going on this cruise to celebrate our 37th anniversary, 1st time out of baltimore. please advise us on how we could possibly get an upgrade, personally i don’t think they exist, is it just a ploy to get us to cruise, it works..

    • Adam

      Hello David, occasionally a small number of staterooms become available for upgrades prior to sailing. Should we make these staterooms available, Pinnacle Club and Diamond Plus members will be offered a complimentary upgrade first. This is done by looking at which stateroom category was reserved and highest cruise points descending downward. We ask our members to complete their upgrade preference online, as this will allow us to assign your upgraded stateroom as quickly as possible. Remember, that to guarantee the type of stateroom you wish to sail in, please reserve your stateroom of choice at time of booking, as upgrades are rarely available and are dependent on available inventory.

  22. Berner

    Dear Adam,

    I want to know who was the wiseguy that came up with what RCCL calls “Digital Signage” on board. I bet you guys just spent millions of dollars on what is nothing but a fancy way finder that plays no video and advertises nothing. In this day of cutting age technology you really managed to botch this one.

    BR,

    Berner

  23. steve

    when is rccl coming back to the west coast? you are missing a lot of cruisers by not being here.I have a lot of diamond
    members wish you will come back I have made a lot cruises on rccl

  24. Shaun Olsen

    Adam,

    Thank you for taking the time to answer questions. I am a long time Royal Caribbean cruiser. In fact I am sailing on Oasis next month. My wife and I will be celebrating our 10th anniversary. We would like to bring a special bottle of wine with us. A bottle that Royal doesn’t offer. My question is why is Royal one of the few lines that won’t allow even 1 bottle of wine per passenger. It is the only thing that frustrates me about Royal Caribbean. It would be nice of Royal to find a way for wine enthusiast to bring a bottle of their own wine. It could even be included with the wine package (i.e if you by a package you are allowed to bring 1 bottle). Again thank you for taking the time to answer questions.

    Shaun

    • Adam

      Hello Shaun, well be sure to pass your suggestion along and we hope you enjoy your anniversary.

  25. Patti Miller

    I agree with Judi on the extremely large gap between diamond plus and pinnacle. We also are diamond plus, but are now trying other cruise lines as we know there is no possible way that we will ever reach Pinnacle. It seems that you are risking the chance of loosing also very loyal cruisers because of that reason. Also we were just on the Monarch of the Seas on September 28th cruise and HATED the open bar party that was there. It might as well have been a Carnaval cruise!

    • Adam

      We are sorry to hear that, Patti. Thank you for bringing your concern to our attention and we will be sure to pass it along to the proper department.

  26. Peggy

    We were just on the Navigator of the Seas and really enjoyed the slaw that was served with the crab cakes. Is there any way to get that recipe? I couldn’t find it in the cookbook.
    Thank you, Peggy

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