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Complacency In Service
Last year my family and I decided to go on a luxurious two week trip to Hawaii.  We had received a large inheritance from my husband's father and wanted to do something very special. 

Our trip budget was $40,000 and our goal was to take a trip that was much better than our average trips.  We took advantage of First Class air travel, the best ocean facing rooms for both the kids and us, and the best of private tours, dinners, and experiences the island could offer.

We stayed at the Mauna Lani Resort on the Kona Coast. This is a beautifully manicured property which touts all the best of services. It may be that we hold the vendors we choose to a higher standard because of my work, or maybe we expect the best of service for the amount of money we spend, but we were a bit disappointed.

We expected palm trees, beautiful beaches, a tropical atmosphere, and lots of activities for all of us to do; its Hawaii! We can get this by flying coach and staying at a non-resort property as well.  But, for the location we chose, we had high expectations.  

Finding the balance between being picky versus being care-free in paradise is certainly subjective; however I just wanted the best for my family.  For most, I guess the general aesthetics are enough.  In my work,  I am fortunate to see many beautiful places and things, so service really stands out.

My Complaint List

Bed was not turned down one night
Housekeeping knocked on our door even with the do not disturb sign on the door
Mail came to me at the hotel and instead of bringing to the room, all we received was a message to come to the front counter (this was a long walk from our room to receive junk mail by the tourist service in Hawaii)
We experienced a lot of noise by the pool where our room was, we complained and they did offer to move our room; however, no one ever got back to us about moving
Our kids asked for ketchup for their burgers at the beach restaurant; it never came
Although every morning - the buffet had literally a ton of bananas, the resorts main bar for two nights in a row could not make a single banana drink because they were 'out of bananas'
We went snorkeling at the resort where most of the equipment was old and broken - the mask I used had a broken strap; we were told that we were going to have to pay for the replacement (we never did)
No one kept our kids out of the Jacuzzi area specifically for adults (sometimes it is OK to want to be away from everyone’s kids including your own)

Upon complaining, the senior manager Bill was quite attentive, apologized and provided us a bottle of wine for our troubles (none of us drink in our family) and offered to make our reservations personally if/when we returned to his facility.

We were re-assured by mail a few months later by Bill that they have a 95%+ satisfaction rate at their facility and had corrected all the problems.  My problem with the statistic is that most individuals are satisfied by being in Hawaii (palm trees, clear ocean, etc.) and look past the little things.  I think i just covered more than 5%!

It's all about the little things!!

I know most of you know I typically write about cruises; and many of the larger commercial lines do provide above average service, however, it is really something special when a property (on land or water) really is something special. This is rare.  None of what I listed made our trip really  that less enjoyable.  We are a close family and always have a spectacular time when we go places. Cumulatively, the resort was a small but noticeable distraction from what we call a perfect get-away.  With so many choices; we would not return to the Mauna Lani Resort and will slip down to the next property the Mona Kea this year.

Over the next few years, as the baby-boomer population enters retirement, discretionary income is expected to be at an all time high in the United States.  Along with this; prices for these trips will increase accordingly.  My advice for all properties that are catering to our readers:

You better step up and start growing more banana trees because we are not going to settle for mangos!!!

 

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