Why Incremental Cutbacks Are Actually a Big Deal

Carnival  Cruise Line. “Walmart of the Seas.” “The bargain basement of cruising.” “Cheap, but you get what you pay for.” “I’ll never take a Carnival Cruise.” “I’d rather fly Spirit with three connections than be caught dead on Carnival.” Sound familiar? These are all things I’ve heard before (yes – even that last one!). Yet, since 2015, I’ve sailed 146 days across 32 cruises on Carnival, and my 11 year old daughter and I both have Platinum status in Carnival’s VIFP loyalty programme. One might say I’m a poster child of a Carnival fanboy, and in 2005, I might have agreed.

After my first few experiences on Carnival, I was pleasantly surprised–so much so that I started to recommend Carnival to my friends and family. “It’s not as bad as everyone thinks it is; it’s actually quite good! You should give it a try sometime.” That’s what I told a friend of mine once I’d sailed Carnival a few times and was able to compare it to the likes of Royal Caribbean, Norwegian Cruise Line, and Princess. And, I put my vacation days where my mouth was–by sailing Carnival more than any other cruise line. But times have changed. There’s no way I would recommend Carnival to my friends and family these days. And, it’s not because it’s a horrible experience. I still have fun on a Carnival cruise, and I still book them. So, why do Carnival no longer have my recommendation?

The answer: incremental cutbacks. These are things that by themselves “no big deal”–things that people dismiss as disappointing, but not enough to break up with a brand. Here’s a list of the incremental cutbacks from Carnival since I started cruising with them in 2015:

• Chocolates no longer provided with nightly stateroom turndown service.
• Lobster is no longer served in the main dining room for cruises shorter than 6 nights.
• Stateroom service reduced to once per day except by ‘opt in’ to twice daily service.
• Stateroom service reduced to once per day with no choice to opt in to twice daily service.
• Main dining room service no longer has table linens, except on formal nights.
• Main dining room service no longer has table linens, including on formal nights.
• The pen and paper pad placed in staterooms is replaced with a pencil and paper pad.
• Complimentary tea service in the main dining room replaced with tea selections available for a fee.
• Complimentary room service limited to breakfast and daytime hours, with a charge implemented for certain items and late night delivery.
• Complimentary room service eliminated except for breakfast, with certain breakfast items now carrying an additional cost.
• Bacon is only available on the buffet every other day.
• VIFP loyalty gifts are no longer delivered to staterooms and must instead be requested from various venues around the ship, causing “breakage” and inconvenience to guests.
• VIFP priority check-in and boarding benefits temporarily suspended (although Carnival insists they will be re-instating these benefits).
• Reduced hours for certain food outlets, such as the pizza venue no longer open 24 hours, and the elimination of late night buffets on most sailings.

But that’s not really the point here. Carnival aren’t the only cruise line guilty of a laundry list of incremental cutbacks, and the cruise industry isn’t the only one doing the same. Many companies have used the COVID-19 pandemic as an opportunity to reduce service levels, and the wave of “revenge travel”, labour shortages, and inflation continue to give businesses a way to continue to reduce value for consumers. For example, many hotels still refuse to offer housekeeping services or to reopen club lounges or offer complimentary breakfasts, although again, some brands tend to be worse than others (here’s looking at you, Marriott).

We are all grateful to be able to travel again, and it’s important not to let the little things ruin our overall experiences. After all, we travel for enjoyment, not a table linen in the dining room on a cruise ship. But, at the same time, I think it’s important to remember that our time and our dollars are hard earned. So, when you see a brand implementing “incremental cutbacks”–little things that, by themselves, may be insignificant–remember that these little things do add up. Ask yourself if that brand is still giving you the best value for your vacation dollar (or mile or point). And, if it’s not, then give yourself the opportunity to try a new brand–sail on a different cruise line, stay at a different hotel. Reward the brands that demonstrate they value your business the most, and you may find you enjoy your travel experiences even more!

As for me, although I have more Carnival cruises booked already, I’ve more future bookings on Royal Caribbean at the minute. And, after several subpar stays at Marriott brands where I have status, I’ve broken loyalty ranks for Hilton and other hotels. And, I have to say, I’ve really enjoyed the changes.