Since the economic effects of the pandemic, cruise lines have been forced to cut costs wherever possible so they can repay debts. Cabin service is an area where the cutbacks have been felt most.
Once every cruise line competed with luxury hotels, cleaning rooms and making beds in the morning, then turning down beds and leaving chocolates and notes each evening.
While experienced cruisers will be well accustomed to twice-a-day room cleaning, on some lines that is now a thing of the past.
Nearly all lines now charge room service fees, with Princess making big headlines when they announced their first room service fees around a year ago.
Many cruisers are missing what they felt used to be a more personalised service from room attendants and other staff. They speak of feeling like staff aren’t as attentive as they used to be may be justified in their thinking.
A report by broadcaster Deutsche Welle said cruise ships are struggling to find skilled workers and leaving themselves understaffed.
Cruise ship expert Alexis Papathanassis says there has been a shortage of skilled workers across many industries since Covid, particularly in hospitality, with this extending to cruise.
“Companies are having a hard time finding enough qualified on-board personnel. he industry is therefore forced to offer more attractive working conditions and upgrade its image as an employer.”
A cruiser Jason McIntosh said he spoke to his room attendant and ended up sympathising greatly, hearing how he dealt with understaffing.
“I quizzed a roomy on workload for him as your probably aware staff decreased and his work load had increased with once per day cabin service. He was at breaking point mostly around embarkation days which was killing him. Just trying to hang out for his 15-year service bonus to feed his family.”
What are cruisers saying?
Regular Royal Caribbean cruiser Kobie Edwards felt let down on his latest cruise.
“On a recent cruise we saw our attendant twice, once on arrival and once on the last day when they were waiting in the hallway.
“I had tipped them on arrival and I had put money aside for additional tips on departure, but since I never actually saw them during the cruise, and when you called the room service number the phone rang until it rang out and you gave up, I wasn’t feeling particularly generous giving additional money.
“I know they are busy, but long gone are the days where you had a quick chat in the hallway or a hello in passing, or when they see you they asked if everything was ok and if you needed anything.”
On a Cruise Critic forum Lissete wrote about NCL service, saying she was unhappy with the room cleaning.
“We did not like it at all this past week on the Bliss. I don’t mind once daily, but I’d like it too be done while we’re at dinner. We always choose evening service on Carnival. I like coming back to a fresh bed & bath when turning in at night. Our steward was done around 6pm, when we were still getting ready for dinner.”
Jacob Christian wrote: “I’ve seen a drop in cleanliness and upkeep of the ship, as well the amount of times the room is serviced. Housekeeping and service staff cuts are the worst as you can see it affecting the staff.”
Has understaffing and a different cabin service affected your cruise? Tell us your stories.
Another cruiser, Paul Knight wrote: “Yes, the cutbacks are severe, yet the fares go up dramatically. Cruising used to be only for the well-heel, we are fast heading back to this. Sad really.”
Helen Barlin a Princess cruiser was unhappy with a lack of toiletries from her cruise loyalty program.
“My biggest peeve is the amount of elite benefits they removed, and to my knowledge they didn’t even tell me till I was on the ship and even then I had to ask.
“Removal of the toiletries seemed totally petty. I looked forward to those and hadn’t planned on bringing my own as I thought they would be there. Rather than this cr*p that my hair and skin reacts to. And I think they should give you something in exchange of the free wifi since it now comes bundled in everything else.”
User Kelkel2 on Cruise Critic’s forum wrote: “I think the room stewards have to be some of the hardest working individuals on the ship. It’s disappointing what the room cleaning has become. I miss turndown service or a choice in the timing of my cleaning (night vs day).
“Of all the talks about cutbacks etc, this is where we noticed it the most. Having not cruised since 2015, we really noticed a huge difference in the service. And I honestly don’t think it’s just a steward being ‘not good’ it’s them being overworked. 35 rooms is too many. That’s just absurd.
“We had a suite for the first time on this cruise and we really noticed the difference in the service. We really thought our service would be excellent but it just wasn’t. It was ok at best. We never were even given an option of day vs night service.”
Susan Ferguson Klein was disappointed to see Princess had cut some of their Veteran benefits.
“Princess didn’t give my husband the veteran onboard credit.
“They removed my credit after I brought it to their attention about not giving my husband his credit. Apparently they no longer give veterans onboard credit for the Interline Rate. They did in the past. More cutbacks!”
John Walzak had experienced some cutbacks but wasn’t too phased, however, isn’t happy to see cutbacks while prices rise.
“We have been on six cruises and have found slight changes to Portion Size of Meals in MDR, and only a Daily Cabin Service, but neither of these have affected our cruise experience.
“The BIG issue we see now is Fare Increases to Australian Cruises when compared to Overseas Cruises.”
We have not long returned from a 29-day cruise with Princess in a Balcony cabin on the Grand Princess and have not experienced any change in the level of service we received. Our cabin was serviced twice daily and our cabin steward was very visible, friendly and obliging.
I spoke with our cabin steward, and asked the question do passengers actually use the “Please Service” buttons at their cabin door?
There was a brief silence, and before he could answer I added,
I guess as passengers we could be better at using the “Please Service Button”
so you the stewards don’t have to keep wondering if we are in or out of our cabins. This might just help with them striving to be even more efficient in managing their cleaning schedule, and relieve a little of the stress these stewards are under.
So please passengers consider this for your next cruise. I know I will.
We found everyone onboard the ship was extremely efficient and friendly. I couldn’t fault this cruise in any way.
Yes, some small benefits have changed because of cut backs but this is not just restricted to cruising.
Princess has also introduced the three options in the booking process. They have tried to cater for everyone, with just the basic fare or options that give us extras. Choices have been given, and still people are complaining about it. I personally really like the way they now have their booking options setup.
We have to remember they are a Business like any other company and I think that the inclusions that we all still enjoy are very much in line with a luxury holiday,
at prices that are a lot more affordable and inclusive than some land holidays.
As an Elite Member and after last Princess cruise it was clearly evident of cut backs! The cruise’s are getting more expensive plus the Ports of Call are being cut back and days at sea are more prominent and slower knots allowing less fuel to be used !!! One cut back in particular was I put duty free order in 1st day of sailing and it was to be delivered to room. I phoned when it hadn’t arrived and they said to pick it up and after waiting in queue for ages they had no bag to put 2 bottles in and told me to buy a carry bag !!! They said HO were cutting back on bags!!! Really!!!
My husband took me on a Caribbean cruise in February, he paid almost 8 thousand for it, and to be honest the staf where wonderful, butthe overall experience was really bad,we will never go with msc again, and they even wanted 799 dollars per person per week for our phones to work.
Yes we noticed we didn’t get a evening service on our last two cruises, with NCL and P&O when we asked about this we were told that they have not done that since covid and sighted covid risk as the reason. Well we won’t be doing so many cruises now. Just another thing you pay for that you don’t get anymore. Cruising not exclusive anymore. Will spend my holiday money elsewhere.
We have done three cruises recently. One with NCL and two with P&0. Absolutely no problems with room service. Cabins were done twice daily and we got chocolates on NCL and towels animals on P&O. Atrendants were polite and efficient. As P&O are one of the cheapest cruise lines we were perfectly happy with the level of cabin service.
I was surprised to read this article and the comments made by cruisers about Princess cruises.
We are just about to disembark at Southampton after a 14-day cruise around Norway and Iceland.
I must commend Princess for the fantastic quality of service in all sections. I want to emphasise on cabin service – it has been impeccable. We see our cabin steward at least twice a day. He attended to all our 5 cabins at least twice daily and then the turn-down service.
The rooms were always very clean when we came back after breakfast, lunch or dinner.
It is our first time experience so maybe our expectations were low.
The only areas of complaint are high cost of wi-fi and many billable items being expensive alongwith a 18% charge on top.
Covid has left it’s horrid mark on the cruise lines,they lost so much with their ships just being tied up alongside. Will take some time but hopefully all will go back to what we, the passenger’s,call normal, eventually
Just returned home from a 48 day cruise from Sydney Australia to Athens Greece on Resilient Lady. Could not fault the cabin staff or the wait staff Absolutely first class. However some of the Admin staff could be retrained as a lot of frustrated sailors. I have sent numerous requests to Virgin for some stat’s on our cruise for a cruise blog I wrote for a number of passengers so maybe there is a cutback on corresponding by Sailor Services.
I can smell cruise rage not far away.
We are currently doing a World Cruise in a Balcony cabin on the Coral Princess and have not experienced any change in the level of service we are receiving. Our cabins are serviced twice daily and our cabin steward is very visible, friendly and obliging. All aboard the ship the staff have been extremely efficient and friendly. Cannot fault this in any way. Yes some small benefits have changed because of cut backs but this is not just restricted to cruising. All businesses (including hotels) are looking at ways to reduce costs. Shame nut this is the world we are living in today.
We have just returned from a cruise on the Ambassador line, not our first. The standard of service in the cabin was great and we saw our cabin steward each morning. We were asked if we wanted evening service but said no. Can’t fault the service
Definitely had my room cleaned twice a day on my Around Australia cruise in April 23. Did not get a folded towel animal. Twice daily cleaning definitely part of Princess Cruises package.
Room steward role is more than just clean up your stateroom. He also delivered daily patter and any other notes of concern.
It’s simply awful, no butlers or footmen, no housemaids, no hall servants, no banquet hall, no gentlemen’s billiard saloon,ladies walking around unaccompanied and showing off far too much ankle.
Princess : I was upset that things were taken off Elite as well. It takes time to get to that tier and to take away internet is annoying. Half the time it didn’t work but you weren’t upset greatly because you didn’t have to pay. Now you do. The other thing with difference in prices is adding on beverage packs. If you don’t drink alcohol then paying for just soft drinks isn’t worth this cost , even with giving bonus dinners when you wouldn’t normally use these anyway. Very disappointed in that very few cruises are leaving and returning to Brisbane. We have a nice new port for the bigger ships to berth but they aren’t coming. I really enjoyed Diamond Princess in the early 2000’s but why can’t Brisbane get the newer ships.
I still love cruising so have to look at other cruise lines. Have previously tried Royal Caribbean, P&O, Holland America and others but they aren’t coming to Brisbane like they used too.
There are a number of issues affecting attracting labour to work on cruise ships today including not least of all that the rates of pay are very low, while pay rates in the home countries of workers have increased, so working on cruise ships is not as attractive as it was any longer. In addition workers are away for as long as 10 months on a contract, then only have two month leave and the hours are very long. Also the numbers of worker on board in for example F&B and housekeeping have been reduced so that the cruise companies make more profit.
Just imagine what would happen if the cruise companies operating in Australia had to pay Australian wages and conditions? There would be very few of the current cruises from Australia or the cruise companies would have to accept lower profits and cruisers higher fares!
Yes, We had to ask the cabin staff twice during our trip with P&O for a spare toilet roll, it had only half a roll of toilet paper avilable for a full day and night,and its 2ply.
My wife and I have recently come off the Pacific Explorer, sad to see this boat leaving service along with P&O Australia and taking with it our booked cruises. The room service during our cruise was great, done mostly twice a day, I think he missed twice in 28 days. He was always polite, acknowledged us in the hallway, and didn’t mind stopping for a chat now and then. We had a number of issues in the room, the international power plug converter wouldn’t stay in, no worries, he bought a roll of masking tape and took care of it, the hair dryer didn’t work, fixed day of raising, the cable to the phone hand piece was broken, fixed same day, batteries to the room safe went flat, fixed within hours. We were very happy to pay him a reasonable tip on the last day.
All these cutbacks have really put me off cruising in future. Our last cruise was definitely not as enjoyable as previous ones were
cut back on the extras that people in the suites get