A Cruise Critic Thorn Exposed...And Why You Can't Trust Cruise Critic - Really!

Yesterday I read probably the most refreshing post I have ever read on Cruise Critic and there was nothing the sanitizing and "protect my favorite poster" Host Dan could do about it.  Without overstating it, it was a bit of nirvana and catharsis at the same time. 

It said what I have been saying for years (and why, in part, I stopped posting on Cruise Critic). You simply cannot rely on the information posted there. Check out my post on the subject from July 2, 2008:  Where Did The "Critic" in Cruise Critic Go?  (I have been writing this blog that long??? Wow!)

While being accused by some, including who I am about to speak of, of having an agenda so I should not be listened to or trusted (not sure what agenda...I could never figure that out), the fact is that tons of great information from me and others has been overwhelmed and obscured by misinformation, clutter and cheerleading.

So with that I feel it important to quote Frank Del Rio, the head of Prestige Cruise Holdings, which effectively owns Regent Seven Seas Cruises and Oceania Cruises, setting forth his opinion of the most flagrant cheerleader of Regent, the greatest supplier of clutter and the purveyor of the most misinformation:

"TravelCat2 comments

are more often than not,

disturbing,

and more importantly,

not true...".

Silversea Silver Spirit - Laying It On, But Only For A Chosen Few - For The Others: Watch Out!

What has caused me to write this entry is a very rude slap one Cruise Critic poster made toward a guest that was not given the royal treatment by Silversea, but was - instead - treated as a "normal" passenger.

This is, nonetheless, sort of a tough post because its intent is not to rain on anyone's parade (er, umm, cruise), but there needs to be sense of reality to the reviews and posts of that are being treated differently than the majority of the guests.  I say this because if you don't know there is a difference, then you might believe that all is well.
 
First, some perspective:  There are four people on the Silver Spirit Maiden Transatlantic that are being wined and dined by Silversea.  The reason is, to me, obvious:  They frequently post their thoughts on two or three message boards, have a pretty regular line of communication with the cruise line and...this is actually quite relevant...apparently have a historical relationship (either directly or indirectly) with two of Silversea's top executives from their time at Regent Seven Seas. As such, Marketing 101 kicks in:  Make it wildly fantastic or hear the rath all over the internet.

For example, how many times does the ordinary passenger personally speak with the Captain no less dine with him?  When did Silversea start making caviar complimentary again?  (I mean it ain't Seabourn and the complaints about this change are more than a year old.) Renewal of Vows ceremony?  (Reportedly never before done on Silversea.) Special Order Dinners?  (Not just a single course, but entire meals!)  And the list goes on...and on...and on.

Now, while I am absolutely thrilled that these folks have been treated so well, and truly give a nod to Silversea for doing an exemplary job, the fact of the matter is that while most of us truly enjoy the voyeuristic aspects of reading about another person's cruise, our primary interest is "What can we expect on our cruise?"

And then a poster who did not receive the same level of service wrote (which I have gently edited as to form and some spelling):

Unfortunately, the Spirit does not live up to its billing. We knew that we could not expect too much from a second cruise as we got on in Lisbon, but it has been disappointing. The crew attitude is the only thing making this cruise for us; all are smiling and pleasant and willing to learn. Once our gang finally realized that we were sailing on Faulty Towers, a la Monty Python. John Cleese's wacky hotel, we then took it all as a laugh!

This appears to be the Silver Spirit "throwaway" cruise to get it across the pond, and they are saving all stops for the inaugural next week. No doubt the next cruise will find a very different ship and we wish them well. Some cruise critic regulars on board are having a good cruise; but perhaps they have not

- had to have their TV changed three times;
- a ships hairdryer that blows the fuse every time it is turned on;
- all the 110 plugs in the suite not operational;
- shower doors that have to be kept open with our bathrobe belts so they do not break in rough seas,
- a stereo that only a midget can reach etc, etc,

.... and we are in one of the Grand Suites!


On all lines we have taken there are usually special small attentions offered to passengers in the large suites over and above what is advertised. Guess we are spoiled and have grown to expect these small attentions. Do not expect any attentions on this ship if you book a large suite as none are given. And do not expect a DVD in each suite as advertised in their brochure, no cabin has a DVD. We book large suites specifically for a DVD for subtitles as my husband does not hear well. We were provided a DVD for this reason when we asked for one; but had to rush out to buy our own DVD's in the first port of call, Las Palmas, since there are none on board.


The staff and amenity matters can be fixed; the staff smiles are genuine and they can be trained with time, and the amenities can be brought up to standard, particularly for the large suites.

Unfortunately, the design issues cannot be fixed so easily.

- You are not able to close your sink in your bathroom, no washing out of unmentionables ladies;
- Be prepared to get very friendly with the stinky bodies around you in the gym, it is tiny;
- The hairdressing section is tiny, but lots of rooms for treatments, all empty for the most part;
- Manicure table not under lights;
- The Silver Suites elevators at the front of the ship did not operate in the first two very rough seas days so the wheelchair passengers were marooned on their floors for two days;
-The Observation Level has no washrooms, so its down two floors and along a long hall if you need to go.

Hopefully at some point all these design issues will be addressed.

So as Faulty Towers is now nearing land, two days out of Fort Lauderdale, we hear that many passengers have booked future cruises, many on the other Silversea ships. We too have loved Silversea in the past. We will happily return to the other Silversea ships. As far as this one is concerned, perhaps in a couple of years when this ship can properly be called a Silversea Ship.

Well, when one of the royally treated posters personally attacked this person (Doug Burns)...who apparently spent about $20,000 for the experience...I thought "What a set of *%^$ this guys has! He is nothing other than a bully.  And, possibly more importantly, he well and truly has no appreciation for the extent to which Silversea has gone so far above and beyond for him."
 
And then I thought:  "You know, those guys at Silversea (and formerly of Regent Seven Seas) Christian Sauleau and Ken Watson, were no fools.  This Burns guy would have been all over Silversea and the posts would have been absolute nightmares."
 
Well, folks, there have been some nightmare posts which have been overwhelmed by the postings of the rather unique experiences of the chosen few. I am not talking about whether "meat on a stone" is a luxury experience or whether the vanity basins are too large and dysfunctional.   I am talking about serious omissions, errors and absurd cost-cutting measures that have degraded what could have been a top quality product.  I have posted them in this post, on this blog and on The Gold Standard Luxury Travel Forum.  
 
DidI expect some of the problems the less complimentary posters have written?  Of course.  Are many of them fixable?  Of course.  But some important flaws are not.  One of the flaws that Silversea better fix is treating the chosen ones as "guests" and the others as "passengers".
 
Just some objective observations.

Regent Seven Seas Dress Code Downgrade - Relying on Cruise Critic: A Mere Ploy. But What Is the Value Of It All?

When Regent Seven Seas Cruises posted a poll on Cruise Critic seeking out preferences as to dress code I smirked.  I "knew" the decision has already been made to go casual.  That poll was, to be sure, more like a lawyer looking for support for a position than a scientist looking for data.  And, alas, any good lawyer knows to never ask a question if you don't already know the answer.

Let me explain:  Cruise Critic may be the largest community for cruisers in the world, but it represents far less than one (1%) of the cruising population.  Just take a look at the poll itself.  As of today there were only 443 votes...less than the number of guests found on the Voyager or Mariner at any time (even including if occupancy is little more then half full)...and about what you might find on the Navigator.  So there can be 1,850+ guests (plus 3rd and 4ths) on three ships at any time. Then consider that the poll was conducted and the decision decided in little over a month; so figure conservatively 3 voyages x 1,850 guests = 5,550 guests stays in the month.  The poll represents less than 1% of the sailing guests over that brief period.

But it is actually less relevant than that.  Why?  First, because there is no way to know that everyone that voted has (a) actually sailed on Regent; and, (b) actually has any intention of sailing on Regent in the relevant future.  And I am sure there are those with multiple sign-ins.

Of course the biggest reason to question the 66% in favor of a "causal only" dress code is because the demographics of who even knows about Cruise Critic vs. those that only lurk vs. those that actually post vs. those that actually cruise on Regent essentially renders the statistical validity of the query worthless.  (Of course it also seeks to justify offending 34% of the CC voters who want formal nights...and in this market offending such a large population is generally avoided at all costs.)

And then, of course, is the announcement on Cruise Critic by Mark Conroy, President of Regent.  He states, in part, "Most importantly, the recent poll on Cruise Critic showed that the majority of current guests and those that are considering sailing with us support a slightly less formal dress code – two thirds of those who voted are in favor of an Elegant Casual evening dress code."  Wait a minute, 293 people voting on Cruise Critic are the "most important" factor in making the decision.  Sorry, I am not drinking that Kool-aid.

By now you must be wondering, why all the statistical mumbo-jumbo.  Because the "justification" comments are just silly.  If Regent really wanted to know what its guests thought, they already knew what to do:  Have some focus groups onboard and in local events (like they did when designing the now abandoned new ship) or have a brief telephone poll.

Please understand that I am not protesting the Regent decision.  I think it is part of a plan that is long over due...and, for what it is worth, I support it.  I think Regent is quickly becoming an inclusive Oceania-type product and that result will be many more happy guests, less frustrations for management and guests, and a much easier time marketing an actually achievable product to an audience that is very receptive to "free" being a better thing than "value".

While there are less and less people that compare Seabourn and Regent (due to the change in product), a July 10, 2010 11 night cruise on the 700 passenger Mariner departing from Rome starts at $8,060 per person (or $732 per day) per person.  A July 3, 2010 14 night cruise on the 200 guest Seabourn Legend departing from Rome in a French balcony suite starts at $8,549 (or $610 per day) per person. So for the 11 days a guest is paying $1,342 more for the Regent cruise (11 days x $122 per day higher rate).  Right now the airfare for those cruises, booked privately, is under $1,000.  Throw in a couple of "free" tours and you are essentially paying the same price for the Regent cruise as you are the Seabourn cruise.

Remember, though, on Seabourn you are on small ship with higher level of personalized service, a finer level of cuisine, a more refined cruise experience (of course, with formal nights), no lines and access to smaller ports and/or locations in town rather than being bussed to it.

Now does that mean that you should book Seabourn over Regent?  No!  It means that you now have two decidedly different products to choose from. Just don't think because Regent says things are "Free, Free, Free, Free" there is actually any "value" in excess of what, for example, Seabourn offers.

As a travel agent I am thrilled that there is now a defined difference.  I feel far more comfortable selling Regent because it is making it known what it really is all about.  Please, though, do us all one last favor (and I promise I won't ask for much more):  Try to just be straight with us.  Say, "Regent has decided to modify its product (and target market)...and don't do silly things like say 293 Cruise Critic posters (whether they have ever sailed on Regent or not) decided it.

Now, there are "values" out there.  Folks, now is a great time to relearn the differences between the cruise lines,  decide which flavor you prefer and book!