Dear Friends,You would think that, based on 15 Super Cruises previous to this year's cruise, we would be writing to say "welcome back from MSC and we're looking forward to going back." Unfortunately, this
isn't that letter. Instead this is an open letter to respond to the numerous unfavorable comments received regarding this past Super Cruise aboard the Orchestra. While no one seems to have had a
completely unenjoyable cruise, it seems that most who had written or called to express their feelings have stated that this cruise fell far short of their expectations.
Most of the issues dealt with the
Orchestra's staff which seemed unprepared and untrained to deal with U.S. passengers. It seemed that most Super Cruisers found some staffers that were cheerful and efficient while others seemed indifferent and
even rude. It wasn't uncommon for someone to say how they had a great room attendant that introduced himself at the beginning of the week and who did a great job. Yet at our dinner our waiter never
formally introduced himself, wasn't efficient and our room steward was rarely seen. Then, try to order a beverage and, well… that was unanimous ---- just terrible!
We then took your
comments and questions and presented them via a telephone conference call with the top executives of MSC North America. Some of these were questions that you would have had the option to respond to on your cruise
comment cards. In our conference call, we addressed that MSC told us that "while sailing from North America, 85% of the passengers are going to be North American and that the Orchestra would be very
"Americanized." The response they had to that was that had an acknowledged problem in getting a crew they wanted onboard. The North American office blamed the home office for not giving them the personnel
they felt they needed to operate more efficiently for the American passenger. We also wanted to know what happened to the "Lost Art of Cruising" and "White Glove Service from the time you step
onboard…." The White Glove Service to escort you to your cabins as described (and experienced on their European cruises) was scrapped on the Orchestra in order to use that personnel in other areas of the
ship, like baggage handling. We also wanted to know why this ship, that was supposed to be "Americanized" failed to have a service crew that was -- at the very least -- conversant in English. Many
cruisers complained that there seemed to be a lack of understanding on behalf of (particularly) the bar and wait staff both in the indoor lounges and dining rooms and at the outdoor pool bars.
We also
addressed issues that more directly impacted our group. How does a ship run out of U.S. Domestic brand beer when the company was given the name of the district sales manager for the largest beer distributor in
America? This sales representative could have easily told MSC how much product would be needed onboard. For this group, MSC stated that they had doubled their normal allotment yet never made the call to the
sales rep, nor did any 'due diligence' in this area.
We were mortified
by the two cocktail parties where champagne and fruit punch was served. We say this because, when we signed the agreement to sail with MSC we were promised that the pre-dinner cocktail parties were to be parties consisting of multiple mixed drinks, soft drinks and beer. The President of MSC explained to us here in our Cleveland office that the MSC cocktail parties would "dazzle" our clients. MSC then responded by saying that they promised two "cocktail parties" and that a "cocktail party" to MSC was champagne and punch. This issue continues to enrage us at Cruises Etc. MSC President Rick Sasso said he was describing another type of party when he was here. Oh really???? Then why describe it to
US, when we had a perfectly different understanding of the negotiated parties??? The "standard" champagne party, when not negotiated into a group contract sells for $2 per person. Yes,
that's right: $2 per person. That's what your enjoyment meant to them. To have cheapened an experience that is traditionally one of the highlights of our cruise week was deplorable.
Especially when it is obvious that a considerable investment was made to produce ships like the Orchestra. Accounting for different tastes, the overall impression is that the ship is indeed a beautiful and classy
one. Eye pleasing colors and well-designed public areas and an outdoor pool deck to knock your socks off.
We really must say that we are as surprised as anyone that this was not an
exceptional Super Cruise. We signed our deal with MSC because of the many industry friends touting this new and upcoming cruise line and especially because the North American office is headed by Rick Sasso.
As MSC's President, he was part of the senior management team that launched Celebrity Cruise Lines -- a true "premium" cruise line, where he served for six years. MSC is currently categorized as a premium
line alongside cruise lines like Celebrity and Princess, yet priced at a bargain in order to lure new passengers into trying them. It appears that in the eyes of many cruisers, MSC fell short of meeting
expectations, let alone exceeding them.
When Joanne sailed on the Orchestra in Europe, she found the product to be as she described in the glowing report she made soon
after her return. There were absolutely no issues with regard to bad service, inexperienced and non-helpful staff, or other onboard operations. That cruise ranked in the top five cruises she had
taken and that is said with all honesty. There was an understanding that there would be some adjustments for the North American market, yet it was felt that these would be to enhance the product -- not
reduce it to the level we experienced during our Super Cruise. All in all, we felt that we made a choice that would allow us to try something new and that we would have found another serious player in the
field of cruise lines who would annually compete to win our business. Sadly, this was not the case. MSC is considered the industry's fastest growing cruise line but it appears that we
were caught up in the growing pains it is experiencing in the North American market. In Europe MSC really shines. We still don't know why this didn't translate here and we are all sharing
in this universal disappointment.
Thank you for taking the time to review our thoughts. And while we may have sore feelings about 2009, we are anxiously looking forward to 2010 -- back on Carnival
-- where we already have a tremendous response to the Dream. We hope to see you onboard in 2010!!!
Sincerely,
Kevin & Joanne
