Sonja and Erica were always smiling and very helpful. But.....
we had constant problems with things being wrong. We'd ask for 3 people for wine tasting, 4 for martini tasting and get tickets for 4 people wine tasting and 3 people martini tasting. We asked to change our Palo ressies from 6:30 for 4 to 7pm for 4, and brunch from 11am for 2 to 4, and ended up with 7pm for 2 for dinner and 11am for 2 for brunch. We asked to move massages around and they'd switch them opposite of what we wanted. Shore excursions - same problem. And no, it wasn't that our requests were weird either. Sometimes the requests came from me, sometimes from my DB. Each time we had other people witnessing our side of the conversation (DM or DSIL). With Palo and the spa I ended up taking care of them myself by going directly there. Shore excursions and other things we just went through 3 or 4 iterations until it was right. The messup continued into billing. When we got our bills, my DSIL was on my bill and my DM was on my DB's bill. I asked them to switch it. The next bill my DSIL and DM weren't on anyone's bill. Then we ended up with DSIL and DM BOTH on my bill. At this point we're still not sure who ended up paying for whom. Now we're showing DSIL charged on DB's card, then credited on mine, then credited on DB's card. So who knows what next week will bring!
The upside was they DID make it right, each and every time. We ended up with 3 free shore excursions from the deal due to another mix-up. Everything we asked for we got.
In answer to other questions, we were in a Cat 3 and got snack plates every day. We had a fruit basket, cheese platters and a dessert platter. The cheese platters were our favorite. They also created a huge cheese platter twice (once as a "sorry" and again for a suite party we had). We received a lithograph at the end called "Snow White by Starlight". When we called concierge it was about 50/50 whether someone answered. As long as I left a message, they always responded.
With this being an Eastern turned Western cruise, we had to rebook every single shore excursion, so concierge was kept really busy. Then in Cozumel, half of the excursions were cancelled. It was well worth the $. At least we always got what we wanted, even if it took 2 or 3 times to get it right!
Sweet Sue