I am writing to you regarding the exceptional job Mark Thorn with Cruise Services USA has been providing for our ship while in Galveston. In fact, the entire management team for CSUSA has gone above and beyond all expectations during some most trying times due to weather delays, special event delays, and most recently the horrific loss of 30 pieces of luggage for 32 guests due to a bus not unloading its cargo with its occupants.Mark and his wife and children were on board the ship the week of this disaster and personally met with all the guests multiple times, and then arranged for almost $10,000 to be wired to the ship directly from CSUSA to cover 100% of the settlement to the guests! As I understand the transaction, CSUSA owners handled all the dealings with the responsible party in this matter, but did not wait until they collected from the transportation company.
In all my career with RCCL, I have never heard of a ground handler doing this, and in fact it would have probably never been settled through normal channels!
I can't say enough about this extraordinary assistance and hope they will be with us in Galveston when we return next year.
Joseph Hanna, Guest Services Manager, Voyager of the Seas
Good afternoon Mark, Walt & Courtney
Just a few words to thank you all a million times for the outstanding gift I received! You really got me! I wondered why my cruise director was asking so many questions about my boat !!!!It is a great functional gift and most importantly will be a cherished memory of a delightful season spent with highly competent, caring and charismatic professionals.
As mentioned before, it has been a pleasure and a privilege to work with you all, and the current successes of the Splendour are once again to be shared with you, your leadership, as well as each and everyone of your team members.
I leave you in very good hands with Stefan Hilgers, but I most definitely look forward to the next opportunity to meet you, whether for a professional or personal occasion. Please be ensured that you will always be welcomed onboard SP as she sets sail towards new horizons.
Francois Wache, Hotel Director, Splendour of the Seas
Dear Mark and Team Galveston;
Just wanted to send along our thanks and appreciation to you and the team in Galveston for all of your efforts on the Rhapsody's late arrival on February 18th.Unfortunately, Galveston has had its (more than) fair share of late arrivals recently with Splendour's medical emergencies and now the technical problem on Rhapsody of the Seas. We thank you and the team for your responsiveness in reacting and handling the situation with such dedication.
Our thanks to all of you for a stellar performance on a most challenging turn day. Keep smiling......
Maggie Pena-Levay, Manager, Worldwide Operations, Guest Port Services