we responded to an email we received from the star of Honolulu hoping for some explanation before posting the following and received no response.
To whom it may concern,
I am writing to respond to your request for a review of the dinner cruise we attended on 10/22/22. There were 5 in our party which was the deluxe package (almost $200 per person) on the 3rd floor of the ship. We found the food to be good, the entertainment to be enjoyable and fun. The ship’s upper deck view was beautiful, however the service level unsatisfactory at best. When we boarded we were introduced to our server, I believe his name was Neztor or Nestor. He came to our table and introduced himself very politely, however he seemed to be sweaty and not feeling up to par. In the moment it seemed he was just super busy, however he took our initial drink order and after we left port I don’t recall seeing him again. Everyone was being served and we wondered why we were not. One of the people in our party finally got someone's attention and asked when we would see our food. Finally someone came by and told us our server was ill and he would take over. No one from management ever came and explained what was going on. We finally got our food which was basically just dropped at our table. The server who took over had his own tables to deal with so we were clearly not a priority for him. Our issue is not with him, but with the lack of management intervention to inform us of the change and ensure we would still be provided the service we paid for. He came and took our final drink order which arrived half correct. We did not see that server again. We tried to have the drinks corrected but every server we asked informed us we were not their table and moved on. The last one actually took additional drink coupons but never returned. All we were asking for was a can of diet coke. I have to say that since this was our final night on the Island, this made our last memory a less than enjoyable evening. In addition, even if the service had been exceptional, the overall event felt rushed and not the luxurious experience we were expecting. Starting an hour or even 30 minutes earlier would have made a huge difference. And yes I will be reviewing online.
Thank you for considering our feedback.
Sincerely,
Viola