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Originally Posted by innerSpaceman
Well, I don't think the cruise industry relies any more or less heavily on word of mouth than do the hotel or restaurant industries - where service levels are uneven across the board.
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I do, for the very reasons you've pointed out. Without the highest level of service, too many people would stop at, "Well, it's got nothing that any other resort hotel doesn't offer, AND I'm trapped at sea." It's precisely the elevated level and quality of service that keeps them going, they simply can't afford to let their service levels be uneven because that's their product.