Guest service is advertised as first-class, but since they are having financial difficulties, one can tell where they are trying to cut back on service. First-class it was not. For instance, there were only two check-in clerks, the room wasn't ready by the check-in time of 4pm (check-out is noon), a room service tray was in the hallway for almost 24 hours before it was picked up, and the complementary newspapers were not delivered each morning as promised. It seems that the Queen Mary relies heavily on ambience and thinks they can skate on service--or perhaps their (minimum-wage) employees just don't understand the concept of what first-class service is all about. Some of the staterooms have the original Art Deco appointments and fixtures, but I think the bedspread and carpet are vintage, too - from 1970s. All in all, their first-class and deluxe stateroom rates are overpriced and a bit of a disappointment.