Overview: My family and I have gone on over 15 cruises since my marriage 38 years ago. Then, simply got tired of cruising. We did not even go on vacations for the last five years. Recently, I had a few health issues and my wife had some major hip pain. So, any future vacation had to limit walking. To my pleasant surprise, one fine day my wife said, “We should go on another cruise!”
You don’t have to ask me twice. If my wife wishes it, it shall be so. I invited my 28-year-old daughter and 32-year-old son to join. My daughter passed on the experience due to weight loss surgery and a serious personal relationship. So, this adventure became a family cruise for three.
Now for what I do best in my family. Research, due diligence, creating statistical pro’s/cons, excel spread-sheets (of wants and needs) and understanding fully the expectations of my family. These skill-sets were developed over the last 40 years of owning my own consulting company. I think you will be entertained with my excessive approach. You should also learn that pre-planning assists in vacation success.
Individual Client Profiles Developed: Each cruise passenger in my party had an excel sheet that outlined all about them. Likes, dislikes, best/worst cruise situations, favorite food/drinks/deserts, and the list goes on. I sent this to the Celebrity Cruise Lines client satisfaction email address. The purpose was quite simply. If you have ever been a sales professional and know knew your clients needs; you would have the highest percentage chance to exceed those needs. To do so is truly the definition of a luxury experience.
Initial Agenda: We used the cruise ships online agenda as an initial format. This program was NOT user friendly and I won’t use again. Sad that in today’s day and time, online/mobile organizational programs are so poorly developed.
YouTube™ Video: I created an informal 30-minute YouTube™ showing how I prepared for the luxury cruise with examples of all the documents I used. The link is: https://youtu.be/aQNmOJjvjqc
I created yet another excel sheet by day, ports and times. The first day was the most important to me due to setting the mood for the entire week. The support the concept of a truly luxury vacation, I added was spa treatment with specific times. You will see in my comments below on the spa in general. The point was to leave nothing to chance.
As mentioned before, we sent celebrity cruise lines customer service center all this information to give to our upcoming “butler”. It was our first time with a Butler, might as well give that butler a heads up. Also mentioned prior, we were on the Celebrity brand; the ship was the Equinox and itinerary coordination.
When I do this type of depth in my due diligence, I use the information I develop to TEST the brand, in this case Celebrity Cruise Lines. Does the brand really want to create a personalized luxury experience or are we all just a number? When I heard nothing from the cruise line, I took additional action. I sent a letter using U.S. postal service to the CEO. Funny thing, my phone began to ring; my emails got answered a week after that letter was sent.
I don’t believe in coincidences, but I also did not take this needed action as a huge issue for me. It simply confirmed, we were dealing with a big, formal company that had great vision, however needed to work on their team members internalization of what that meant to their potential luxury clients. In English, luxury clients are not “paint by the numbers” folks. They are all about personalized experiences.
Rule #1: I do not recommend you book a “Specialty Restaurant” in advance of cruise departure date. The restaurants seem to be expensive and average at best. Instead, book the Restaurants first night on the ship which usually provide you with a 30% discount. (See my reviews later for the specialty restaurants we visited.)
Prior to the embarkment date, my family booked Tuscan Grille (specialty dining), Spa (6 massage) and the Hot Glass Blowing event for two. In the future, I would completely pass on the Tuscan Grille or just book it when on board day-one at a deep 30% discount. Expensive ($45.00 per person) and average to below average food, unless you get a steak. If you want a specialty steak, there is an additional premium over the $45.00.
We also booked two-months in advance the special Spa “Flash Sale”. Six (6) massages with three (3) for my wife and three (3) for myself, at the same time. This was supposed to saved 20% per massage. I will never do this again. The massages were very expensive to begin with, quality was average at best and worst of all, the upselling was like going to your local franchise of “Massage Envy™” where it is all about signing up for a package, rather than a simple relaxing massage.
Rule #2: I do not recommend you book a spa treatment in advance of cruise departure date. I found that since the Spa is a separate company with the cruise line (A contractor), the hassle and frustration is simply not worth it. I found the services given average to below average and extremely expensive. If you want any spa treatment, book it the first day on board.
On a much brighter note, the Hot Glass Blowing event was awesome. Highly recommend it and don’t forget to tip the crew who did an awesome job.
CRUISE ISSUE #1: On day ONE, in the Michaels Club (special private club for suite guests), the spa representative selling spa treatments told me 20% off massages through the flash sale did not count. Remember my due diligence, I keep all my emails and contact information. I was told that day, it was only if one person got personally 4 massages. Where I booked 3 massage each for a total of 6 massages. This conversation was done again on of my cruise was not the way to start my luxury vacation!!!!!
Solution: I (the guest) called the spa’s head office immediately from the ship and it was handled via telephone. This was a minor inconvenience, that should not have happened. Remember, to keep all your correspondence and you will be fine. What was disappointing was I lost the reduced rate for non-sea days but got the 20%. Not as advertised, skip the flash sales in the future. If you want a massage, just get one and never think any real discounts apply.
Think I am a little crazy for doing all this work to make my vacation perfect, well I am. This planning for me; is the most fun, especially when it all works out (which it never really does). If it does not workout, then you simply must ask yourself the question, why spend the money for a luxury vacation if it is hit or miss. Answer, “What are you going to do???? — Never go on vacation???”
Rule #3: The success or failure of a cruise experience is on the 100% shoulders of the cruise guest. The cruise company or brand just give you the vehicle and you must be the flexible one. The guest attitude will make the difference on this or any vacation experience. It is important not to get so caught up in the minor things or you will drive yourself nuts. Be happy, make friends, and just be you. My son says, “you be you, dad!” Brilliant kid.
Day-One: Embarkment: The day before the embarkment, we stayed at a 5-star hotel by the port (Kimpton EPIC Hotel) overlooking the water. Get a hotel away from the airport across from the port if possible. Traffic is horrible in Miami, FL. It was a five-minute Uber to the port of Miami the day of the cruise.
Rule #4: If you are not local, ALWAYS come in the day before embarkment. Do what we did, use the “Name your own price” option on Priceline.com, and get a 5-star hotel for $125.00 per night. Worth every penny. Spend the money you save on a GREAT dinner the night before you sail. We went to my favorite restaurant, the Capital Grille™.
Have the hotel’s complementary coffee in the morning and head to the port with your Uber ride. I have traveled all my life internationally. Having breakfast at a fancy hotel is extremely expensive and average to below average. Just get to the ship there will be plenty of food.
Rule #5: Use an Uber from the airport to the hotel the night before and the same from the hotel to the port. The drivers are great, the price is right, and the Ubers are clean. A general rule is always tip your Uber driver. Uber is a great company and never forget how bad cabs were in the past.
At port, your driver will pull up and a luggage person will help you. Make sure EVERY bag being checked has your cruise ships suite room # on a tag. DOUBLE CHECK, the airlines rip off these tags during their loading/unloading process. The port baggage representative took care of adding more suite numbers for us.
Rule #6: Tip the port luggage guy. They can make your life wonderful or miserable.
Rule #7: Have a change of clothes in your carry on so you can get comfortable. Remember your suite will not be ready right away. They usually become available about 2:00 PM.
Personal Rating System
- Michaels Club 5 out of 5 (Frequent/Suite Guest Club): Concierge was a brilliant young woman. 4.5 out of 5. She had to handle that fact our cruise ID cards did not show the premium beverage package. Again, NOT what I worked so hard to avoid on my first day of my vacation. She could have done this better. Initially she said the fact we had a 3rd passenger option in the room lost the premium beverage package as a perk for us. That set me off for a second time with the first disappointment being the spa associate. However, in 15 minutes she came back with the cards fixed and it was Celebrity’s (cruise company) issue. She, otherwise was perfect. Just a learning curve for her. In the future she should simply take the cards, check the issue and report back to the guest. The club itself was just what I love. Small, quiet and private.
- The Celebrity Suite 5 out of 5: Specifically, the “Celebrity Suite” was a 5 out of 5. Perfect for a family of three (3). Private master bedroom, L-shaped sofa in living room with queen sized pull out bed. Huge balcony. Came with special suite dinning room, premium drink package, $300.00 suite credit on-board, gratuities, internet and a butler.
- Butler 3 out of 5: I have no way to compare because I never had a butler before. I will rate her a 3 out of 5 but on the cruise office survey they send, a 5 out of 5. Most of her work was behind the scenes and I appreciated it as well as noticed. She must have been busy because she offered to bring us a third deck chair several times and it never showed up. She emptied the food stuff (as requested) in the room that was an upsell and filled the refrigerator with bottled water for me, soda for my son and an occasional bottle of wine for my wife. All provided at no charge and nice to have it in suite. My 3 out of 5 rating was due to no real need or true benefit for the butler in the first place.
- Room Stewart 5 out of 5: The hardest working woman in show business. 5 out of 5 rating. Super clean, very consistent and we are no walk in the park in a suite. Job well done. We drove her crazy buy never coming back to our cabin at a consistent time. It became our joke together.
- Waiter 5 out of 5: My favorite cruise staff member on the ship. 5 out of 5. What every you wanted, needed or dreamed about. He would go to another dining room to get me food if I did not like the menu. I was under the weather much of the cruise, this gentleman noticed and worried that I eat enough and had want I wanted. Awesome.
- Assistant Waiter: Young sweet and attentive. I would give her also a 4 out of 5. Still learning but really working at it.
- Assistant Concierge: She was just ok, 3 out of 5 nothing special and I hated the upselling to specialty restaurants (hate it!!!). Her pitch was memorized and shed did not read the room (guests) reaction very well. I also hate the term “My Family”. Every day, “Hello my family.” No offence, I get the notion, but is was not completely sincere. I will give her a 5 out of 5 on ship survey like everyone else because brand survey systems are flawed badly.
- Concierge 3 out of 5: Again, nothing special. Never felt the love. Busy, always there and the job was done. Just nothing special. 3 out of 5.
- Wine Stewart 4 out of 5: Way over worked and really needed so help. Every suite guest has a premium beverage package. You could see how that would be hard. Nice hard-working gal. I blame Celebrity on my score for her of 4 out of 5. I made a big mistake on this woman, I did not give her a huge additional gratuity. I really regret this and hope I see her again.
- Food:
- Luminea Suite Dinning: 4.5 out of 5. Without this restaurant the food on this cruise would have been a real disappointment. Well done.
- Ocean View Buffet: 2 out of 5. Just what you would think a huge average buffet would be. I will give it credit for a nice breakfast. I have had buffets on many other cruise lines, Celebrity should be ashamed.
- Mast Grill: 4.5 out of 5. I was truly surprised at how good the burgers were at this outside bbq type restaurant. A surprise for sure. I went out of my way to eat here.
- Room Service: 3 out of 5. Average food. The redeeming value was it was provided by the butler. NOTE: It is somewhat insulting that steak & eggs for room service breakfast has an extra charge. I simply suggest it is not offered. What so much upselling. Enough already.
- Desert Restaurant: (5 out of 5): I can’t remember the name, it had coffee and deserts only. I absolutely loved this place. The service was very good unless it was super crowed. I have never seen this concept on any other cruise ship.
- Bars:
- Pool Bar: 1 out of 5: Somebody needs to fix this issue. The bartenders simply ignored my wife until she literally had to jump up and down to get a drink. My wife is one of the sweetest and kind people I know and that was unacceptable. The waiters at the pool bar were great and made up for the terrible service at the actual bar. The key here is skip the pool bar and immediately tip a pool server. Problem solved.
- Sky Bar: 1 out of 5: The staff was simply to busy to help guests. Why are they there if they hate their jobs so much? One time in general that sticks out is when Broadway Show trivia was being done. It was like an inconvenience for them to give us drinks.
- Martini Bar: 5 out of 5: Best show on board. This bartender does a GREAT job. They have fun and want to please. Get there early to get a seat at the bar. The bar itself is ice which makes it unique.
- Craft Drink Bar: 5 out of 5: This bar was the best kept secret on the cruise ship. The best drinks in a quiet environment. These bar tenders were very well schooled in mixology. It is located across from the fine jewelry store.
- Slush Bar: 2 out of 5: When open, which was rare, just ok. Great idea, however I think it really needed a crew member that was into it. Sometimes, it is best just to keep it simple.
Time for the Suite Life to Begin
Rule #8: If the listed embarkment is 11:00 am to 2:30 PM (Ours was). Be there at 10:30 AM. Be one of the first on the ship. No lines, food available and drinks to relax you. Of course, have your pre-embarkment passes done prior to getting to the port for very quick entry. There is a special “Suites Only” line that is never crowded. From the time we got to the port, to the time we went on board, was less then 10 minutes. Best I have ever had.
We used to go in the cheapest staterooms available on the ship. Cheap, Cheaper and Cheapest. As our careers got better, our income increased, and we changed our tastes. I am now 61, my wife is 59 and our son joining us this cruise as our 3rd person is 32. So, the question was not a Suite, that was a forgone conclusion. It was, which level of suite. On Celebrity Equinox, we chose the “Celebrity Suite”. Some of this was covered prior. The suite had a private enclosed master bedroom for a walk-n closet with a queen-sized bed and great room area with huge flat screen. Outside the room was an L-shaped sofa queen sized pull out sofa and a huge Flat Screen TV. Huge balcony, butler service.
- Fruit on the table as you arrive, nice touch.
- Bottle of Champagne which we had switched into Chardonnay, appreciated.
- Suite-only restaurant(Luminae), and private suites only lounge/bar called Michael’s Club.
- We were also give four (4) PERKS, for booking this cruise in the “Celebrity Suite” category (Same PERKS for Shy suite and up) $300.00 in suite on-board credit, Pre-paid gratuities, Premium Drink Package and Complementary high-speed internet (One internet line each per first two guests).
- American Express Platinum provided double points and another $300.00 in on board credit.
Rule #9: Only use a travel agent or cruise booking associate that gives you your American Express Platinum Card Perks. For us, it was double points and $300.00 additional on-board credit. Our Travel Agent was an old friend.
Please remember that cruising today, is different then cruising in the past. The super deals are gone. PERKs are a thing. Price goes up or down based on what to take and what you give up in PERKS. Sorry, but it is a great value in todays market to use a good independent travel agent. You can’t do it better yourself any more. I know, I tried.