Inform the ship’s Hotel Manager

I worked for Orient Lines Cruise Tours as a sales rep in the Southeast for two years, 2000-2002. Previously, I was a CLIA MCC (Master Certified Cruise Counselor for Cruise Line International Association). I have been on more than 35 ships, so I know the cruise business very well.

In response to the reader’s letter titled “Found ‘Deficiencies’ on Ship” (May ’09, pg. 31), regarding his experience aboard the Celebrity Infinity, I would like to remind readers that the most effective way to have their cruise complaints heard is to direct their issues in writing in a concise manner to the Hotel Manager before they depart the ship.

If they feel they need to send a copy to the president of the cruise line after they return home, that’s fine, but it won’t get the reaction they expect.

The Hotel Manager is in charge of all of the complaints the writer of the above-mentioned letter experienced, and he, as well as the dining room maitre d’, should have been told about the problems.

I’ve cruised on three Celebrity ships (Meridian, Century and Horizon) years ago and did ship inspections on two (Mercury and Galaxy), and it is my favorite cruise line.

My husband, Bob, and I are preparing for our second cruise on the Azamara Journey of Azamara Cruises (a subsidiary of Celebritry Cruises) in August. After our first cruise aboard her in May ’07 (the second week of business for the Azamara line), I was so thrilled with the recently remodeled ship, I wrote a complimentary letter to the president of Celebrity Cruises. I never heard from him either.

But I had made a point of giving all of my compliments in writing to the hotel manager before we disembarked.

KATHY WHEALE

Greenville, SC

Editor’s note: As has been determined in the past (July ’05, pg. 122), questions and complaints written on cruise and tour evaluation forms also generally will NOT be answered by a cruise line or tour company, even if one’s name and address are included. Usually, those forms are perused only for statistical purposes and, possibly, general improvements and then filed away.