During a recent cruise, the ship’s hotel director said to me, “I wish they (passengers) told me about a problem during the cruise, so I don’t have to read it in a report later.” I’ve heard similar comments from a number of these hard-working officers who are responsible for all food, service and entertainment areas.

dinner-aboard-ship.jpgWhen any problem occurs, you should go directly to the front desk and ask for assistance. For example, if you have a problem with food or service in the dining room, there’s a good chance they can resolve it. The same is true if your cabin isn’t sparkling clean each day, or if you encounter a bad attitude in the lido buffet operation. Keep in mind that the hotel staff is in the service business, and their first priority is ensuring you’re so happy that you continue to sail with their cruise line.

hotel-manager.jpgIf you can’t resolve the problem at the front desk, ask to see the ship’s hotel manager who is in charge of all stateroom and dining areas.

The hardest thing to do is try to lodge a complaint when you return home. Many passengers have tried to lodge a complaint with the cruise line when they return. But from the postings I’ve seen on message boards, the results are very disappointing.

Aboard the ship, you have access to a member of the hotel staff who will hear your complaint and try hard to rectify a bad situation. And I do know that people who informed the maitre d’ they don’t like the food have often found their meals are much better during the rest of the voyage. If you don’t care for your table mates, be sure to speak to the maitre d’ as well — it’s frequently possible to be moved to a table with fellow-cruisers you adore.

Have you encountered a problem aboard ship?  If so, how did you handle it?