13 things Royal Caribbean has learned about Icon of the Seas in its first year that cruisers should know
In:It's been one year since the biggest cruise ship in the world debuted and changed everything about cruising.
Icon of the Seas celebrated her one year anniversary, and it's the perfect opportunity for Royal Caribbean to take stock of what worked and what stood out on this ship.
Icon caught the attention of just about everyone. Her immense size and equally impressive new features showed off all the hard work that was put into a cruise ship that was designed from the keel up with all new ideas.
During a webinar, Jennifer Goswami, Director, Product Development for Royal Caribbean, shared the best things about Icon, and even a few ideas that will make it onto Icon's sister ship that will launch later this year.
Ms. Goswami was a key member of the team that designed Icon of the Seas, and she's spent a lot of time interviewing passengers to get a better sense of what's worked.
Biggest wins so far on Icon of the Seas
In thinking about what Royal Caribbean looks at from concept to finish, one big success with Icon has been its ability to provide views of the ocean.
A complaint on the Oasis Class ships is that it's very inward facing, and Royal Caribbean wanted Icon to be different.
"What we love about Icon really is the the ability for our guests to feel connected to the ocean. That was the number one thing that came in through our research that guests wanted to feel connected to the ocean," Ms. Goswami said.
That means more windows to the ocean on the Royal Promenade, as well as adding more pools to the ship.
She also said the addition of the Empire Supper Club resonated with passengers, "We thought we loved dinner and a show, but what about dinner with the show?".
Hot spots on Icon of the Seas
One thing Royal Caribbean has discovered in the year since the ship's debut, is certain areas definitely have become popular with passengers and they've seen more people gravitating towards these areas.
She pointed out they designed the ship to appeal to everyone for different reasons, and that spreads people out, "some people want Thrill Island, some people want chill [in] Hideaway. Some people want to spend the day in the Royal Promenade at Pearl Cafe."
She also pointed out it can depend on the time of day, "Overlook is a very calm place during the day, but the AquaDome is exciting at night, so Icon really is what you want to make of it."
What would you change on Icon
When asked what she would change, Ms. Goswami didn't have something she'd want to change on Icon, but thinks there are ways to make it even better on the subsequent Icon Class ships to come.
Royal Caribbean will launch the second Icon Class ship, Star of the Seas, later this year and there are orders for at least two more ships beyond that.
"I'm not sure that I want to change anything on Icon, but I want to make sure that everyone has that same wow feeling of their first time on Icon on every other ship that comes out in the class."
"So you will continue to see an evolution of different venues, different concepts, different ideas throughout the rest of the Icon class, but not because we want to change it, because we want to bring you more."
Dining venues biggest hits
Icon of the Seas has a lot of dining choices, but which ones stand out the most?
Ms. Goswami thinks the complimentary food changes on Icon have been a tremendous success, "We did a lot of work around the complimentary dining space for icon, so AquaDome Market has been a home run for us, really kind of giving the option to explore different kinds of foods."
She mentioned 4 specific restaurants as the ones that she thinks guests love
- AquaDome Market
- Pearl Cafe
- Izumi Teppanyaki
- Empire Supper Club
Lessons learned from Ultimate Family Townhouse
One interesting anecdote from the webinar was Royal Caribbean's Product Development team has regular meetings with the Royal Genies on Icon of the Seas to internalize guest feedback.
"I actually have a weekly call with the Genies. Every week they share incredible feedback across the Star Class suites, but also across the entire ship," she shared.
One specific piece of feedback that has resulted in a change on Star of the Seas is the over-the-top family suite, known as the Ultimate Family Townhouse.
Genies said the kids were basically sleeping everywhere in the room, not just in the beds, "we started to think maybe they're crowded. "
"What you'll see on Star is that we've been able to adjust the configuration of the sleeping floor, deck eight, a little bit more to give everybody a little bit more space."
There are also tweaks to some of the design features within the suite.
What changes are being made to Surfside on Star of the Seas?
Royal Caribbean quickly discovered that the family-centric neighborhood onboard was being utlized by older kids too.
"We thought that Surfside would be for families six and younger," Ms. Goswami explained. "However, what we're seeing is that it's about kids ten and under, which is great."
As a result, Surfside on Star of the Seas will be altered to appeal to older kids too.
- More features added to Splashaway Bay
- Completely redesigned the Playscape to make it taller and in certain areas, more challenging, for 7 to 10 year olds
- Adventure Ocean redesign
Another big change is the teen space because of feedback, "one of the things that I think surprised us the most was they asked for less technology. They wanted things that are more like Playmakers, like pool tables and foosball," she explained.
She thinks it's because teens want opportunities to interact without having to formally introduce themselves, "that's very human, you want to just connect with people doing an activity. So we will start to see a lot of changes in the teen space there as well."
The best change on Icon
When asked what was the biggest risk and biggest success, Ms. Goswami did not hesitate to say it was the destination elevators.
Instead of pressing a button to wait for an elevator, guests push a button for which floor they want to go to and are assigned an elevator.
"There's been nothing but positive feedback from destination elevators on Icon and getting places faster."
Changes to the Pearl
You can also expect the focal point of the ship to get better on Star of the Seas.
The Pearl is a giant piece of art in the middle of the Royal Promenade and the first thing you'll see when you get onboard.
According to Goswami, the Pearl ranked as the second highest rated impressive feature on the ship behind only the AquaDome.
"We weren't fully able to calculate how much light penetration would come through The Pearl. So we are saying for Star, The Pearl is getting pearlier. We are making it so much more light inside. We're adding more audio."
She hinted we can expect The Pearl to get more updates on each new Icon Class ship.
Everyone loves Rover
An undeniable success on Icon has been the introduction of the family dog onboard.
Rover is a Golden Retriever that lives on Icon of the Seas, and is a kind of mascot for the ship.
"Rover is truly the biggest hit on icon and it is something," Ms. Goswami shared.
"We wanted to humanize Icon beyond what we could deliver from an infrastructure perspective. And in walks Rover and everything changes."
There will be another dog that lives on Star of the Seas, named Sailor, and the puppy is expected to be born within the next two weeks.
Star of the Seas progress report
Ms. Goswami shared a few more updates on Star of the Seas as we prepare for the ship's launch in August.
- AquaDome Market will have a few new fresh stalls
- New concept in Supper Club with Chicago theme
- Back to the Future: The Musical
Star of the Seas is 85% complete from a construction perspective.
"Within the next two next two weeks, our start up crews will start to arrive in Finland, where she is being built, and really start to operationalize this ship. We are doing final inspections so it is only a matter of time. Star is almost there."
Feedback on infinite balcony
One big change Royal Caribbean made to Icon of the Seas was the addition of the infinite balcony cabin, which has been a bit controversial among passengers.
According to Ms. Goswami, her team has interviewed passengers on Icon throughout the duration of the cruise, and their opinion changes as the cruise goes on.
"Some guests tell us on day one, oh, we wish we had a balcony, but every family has told us almost everyone that by day three they are never going back to a balcony."
She thinks that extra space you get with the infinite balcony has won them over in the end.
Multiple teen spots?
One additional piece of feedback Royal Caribbean has gotten is giving teens a giant dedicated space isn't necessarily what teens want.
"Teens told us told us they don't love having a large, dedicated space. They want a space to meet up, and then they want to roam around the entire ship."
"So we are really thinking through, do we have more than one spot or what that looks like?"
Jen's favorite venue on Icon
Ms. Goswami rounded out the webinar with what is her favorite place on Icon of the Seas.
She quickly pointed out Bubbles, the walk-up champagne window in Central Park.
"What is more fun than walking up to a window and getting champagne?" she joked.
She also really loves the Crown's Edge attraction because it's a genuinely intense offering.